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Customer Quality Manager (Complaints) Full Time

at OneSavings Bank PLC Wolverhampton in Wolverhampton (Published at 10-04-2021)

About the team:


The Quality Management Team ensure that Charter Savings Bank?s customers receive a great service. They?re passionate about getting things right, and making sure that customers are at the heart of everything we do.

About Us:


The OSB Group is a leading specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market. Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. OSB?s unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia.


What you will be doing:


The key purpose of this role is to ensure the Bank operates in line with customer expectations, overall business quality objectives and the FCA?s Dispute Resolution (DISP) rules. You will manage complaints passionately to ensure customer satisfaction and service excellence; and are responsible for monitoring and improving the quality of complaint handling completed by the contact centre and servicing teams.


Additionally you will complete detailed Root Cause Analysis, Thematic Reviews and deep dives; working alongside peers in Compliance and Risk Management to maximise efficiency, striving for continuous improvement to better performance and reduce complaints.


Your responsibilities will include?


  • Acting as the Bank?s first line of defence, you will analyse complaints for improvement opportunities and identify any non-adherence to key operational processes to control operational risk and prevent reputational damage or regulatory censure

  • Owning and implementing necessary procedural changes, monitoring output to ensure changes are managed correctly and adhered to ongoing

  • Performing in-depth trend analysis, agreeing, implementing and managing any remedial actions required through to completion

  • Perform monthly Root Cause Analysis and ensure this is being used to drive improved and consistent outcomes for customers

  • Own Risk Event Reporting forms and associated processes from identification and investigation, to mitigation and resolution
  • Continuously evaluate processes and procedures in conjunction with operational teams to identify areas for improvement.
In return for your commitment:


We offer a base salary dependent on experience of between £30-35,000 and a competitive benefits package including:

  • Discretionary annual bonus opportunity of up to 15%

  • 28 days annual leave plus bank holidays
  • Contributory pension (8% employer 5% employee)

  • Life Assurance (4x salary) plus Group Income Protection

  • Access to Private Medical Insurance and Medical Cash Plan

  • Additional benefits such as, Cycle Purchase scheme, Season Ticket Loan, Holiday purchase/sell schemes, Employee Perk Portals and Save as you Earn scheme.

  • Prioritising your well-being!
Could you be the one?:


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

  • Previous experience in a complaints handling or dispute resolution role is essential

  • Ability to review data in a time-sensitive environment with excellent attention to detail, spotting trends and consistently delivering accurate results

  • Experience of working in a similar call centre/servicing environment

  • Up to date knowledge of FCA requirements and Regulatory Framework relevant to role is desirable.


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.

What to do next:


If this sounds like you, please apply now! For internal applications the closing date is Friday 23rd April, please visit the internal careers page to apply.

Alternatively, if you wish to have an informal and confidential chat about this role please contact us on [email protected] or for internal applications contact Rebecca Jackson.


If shortlisted from your initial application we operate a personalised recruitment process. Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you!


OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds.
As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don?t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.
Whilst we are an organisation that values face-to-face interaction and relationship building, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work.


All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.

Unfortunately, due to the high number of applications currently being received, only shortlisted candidates will be contacted.



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