Financial Ombudsman Lead
At Secure Trust Bank, our customers are at the heart of everything we do, therefore on occasions where we don't meet customer expectations, our aim is to resolve complaints as quickly and effectively as possible to ensure fair and sustainable outcomes.
As we continue to grow our business we are now keen to introduce a specialist customer resolutions professional to our team to review and resolve complaints that have been escalated to the Financial Ombudsman Service (FOS), with the overall aim to resolve these cases in a way that is fair to both the customer and business.
As FOS Lead you will be the first point of contact for all escalated complaints, working with the ombudsman to resolve cases fairly, positively challenging FOS decisions where appropriate in order to gain consistent customer outcomes.
You will closely monitor trends and data from FOS outcomes and use learning to make recommendations for process and service improvements within operational areas.
You will provide outstanding service to both internal and external customers, receiving and responding to queries and requests and will lead and co-ordinate FOS calibration learning sessions with our Customer Relations Team.
What you will bring
You will have demonstrable experience in a complains resolution role within financial services, preferably dealing directly with the FOS.
Customer Focus is one of our core values therefore you will be able to evidence exemplary customer service skills and customer centric attitude.
At STB you will not be a small cog in a big wheel, you will have the autonomy to use your skills and experience to drive our business forward and have a tangible effect on our success. In return you will receive a competitive salary package, inclusion in the company bonus scheme and a suite of flexible benefits that you can opt into to suit your lifestyle, from gym membership to wine clubs.
As a business we celebrate achievement and have a range of generous recognition schemes that reward both individual and team successes.
Sound like you? Hit apply below or contact us for further details