Job Description

About the team:

The Customer Relations team handle complaints for the OSB Group in line with the Financial Conduct Authority regulations to ensure complaints are addressed fairly and accurately.
What you will be doing?:

As a Customer Relations Team Leader, you will have the opportunity to ensure that the Customer Relations team handle all complaints in accordance with the Organisations Internal Complaints Handling Policy and Procedures, ensuring complaints and external disputes are managed in line with TCF and FCA regulation considerations ensuring complaints are managed fairly, accurately and clearly. In addition, the role holder will support the Customer Relations Team Manager in conducting regular and ongoing control testing across the function.



Your responsibilities will include...

Responsible for the Line management and coaching all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment. Provide regular development and coaching of Customer Relation Officers to support with team growth, development and succession planning Responsible for the management and service delivery of Customer Relation Officers for area of responsibility Monitor and management workloads for area of responsibility to ensure SLAs are met and quality standards are maintained Regularly conduct Level 1 control testing to ensure controls are maintained and effective 1st point of contact for any escalated complaint calls Keep up to date on business processes for area of responsibility and support Customer Relations Officers on upskilling business processes in support of complaint handling
What's in it for you?:

We offer an annual base salary dependent on experience of between 34000 - 37000 and a competitive benefits package including:

Enhanced family-focused benefits*
Hybrid-working (3 days in office, 2 days working from home)*
Annual bonus opportunity*



Please use this link to see the fantastic benefits available at OSB: OSB Careers


About us:

At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become 'the bank of the future'.

Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.


Do you have the skills?:

We are looking for talented individuals who have the experience and knowledge set out below:

Strong experience in team management with line management responsibilities is essential. Experience in Complaint handling within a financial services environment is required. Understanding of the FCA's regulatory framework for handling customer complaints and Treating Customers Fairly is essential Excellent verbal and written communication skills are essential

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

Next steps:

If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply. Still on the fence? Hear from our team or explore our process: OSB Careers Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational - inclusive any individual reasonable support required. We want to bring out the best in you!

Diversity, Equity & Inclusion Not sure if you meet the spec? Let us decide.

Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don't feel like you need to check every box to apply for a role internally. We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.