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 Manager, you will have the opportunity to lead and develop the Customer Relations teams across two sites - Chatham and Wolverhampton - overseeing complaints related to both Savings and Lending products. This role ensures that all complaint investigations and resolutions are handled efficiently, empathetically, and in full compliance with FCA regulations, DISP, consumer duty, and Treating Customers Fairly (TCF) principles.


The manager is accountable for embedding consistent, effective complaint-handling processes across both locations, maintaining a strong focus on customer satisfaction, regulatory compliance, and continuous operational improvement to ensure a high-quality, consistent approach to complaint handling across the product lines. They will oversee the timely investigation and resolution of customer complaints, ensuring transparency and adherence to regulatory standards. Additionally, the role involves maintaining robust governance frameworks, improving documentation and audit readiness, and providing insightful performance reporting to senior stakeholders.



Your responsibilities will include...

Lead, manage, and motivate multi-site Customer Relations teams (Chatham and Wolverhampton) to deliver a high-quality, professional service to customers, ensuring all enquiries and complaints are handled efficiently, empathetically, and in full compliance with FCA DISP rules and internal service standards. Take ownership of the Group's complaint response for both Savings and Lending propositions, acting as a subject matter expert (SME) for Savings and Lending operations. Support the completion and submission of all regulatory complaints reporting to the FCA and PRA, ensuring accuracy and timeliness. Manage escalated complaints and calls, providing senior-level support and resolution where necessary. Ensure effective, fair, and compliant decision-making around redress and compensation, with adherence to internal mandates and FOS guidance.


This role requires regular travel to OSB operating sites in the UK and where applicable to third parties' locations.


What's in it for you?:

We offer an annual base salary dependent on experience of between 40000 - 48000 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:


Previous experience working in a Complaints Manager or Lead role is essential. Experience in line managing and developing staff is required. Advanced skills in respect of verbal and written communication, across both Internal and External stakeholders are essential. Strong skills in respect of performance management are pivotal.


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! The deadline for applications is Tuesday 30th September 2025. 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.