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Executive Case Specialist

  • Location: Chatham
  • Salary: £35,000 - £40,000 per year
  • Job Type:Contract

Posted 9 months ago

  • Sector: Front-Line Talent, Customer Contact
  • Contact: Jo Sanderson
  • Contact Email:
  • Contact Phone: 0161 883 2754
  • Expiry Date: 17 October 2023
  • Job Ref: JS/10841

Executive Case Specialist

12 Month Fixed Term Contract, Full Time, In-Office

Monday to Friday 9:00am- 5:00pm

£35,000 - £40,000 DOE plus benefits

Do you have an advanced level of understanding TCF & FCA regulations, and strong knowledge of FOS framework?

Do you have experience in Complaints Handling and Financial  Ombudsman Service?

We have an exciting 12-month opportunity for an experienced Executive Case Specialist to join a forward-thinking innovative team in a growing business based in Chatham.

The Role:

The purpose of the role is to understand, thoroughly investigate and manage all complaints received from our customers, with key focus on owning complaints that are significantly complex, and escalated across the formal response stage, resolving in line with FCA DISP timelines. You will ensure  that all complaints are handled in accordance with company policies and procedures, and remain in line with Treating Customers Fairly (TCF) and FCA regulations.

You will be responsible for ensuring engagement with company stakeholders on FOS findings, lessons learned activity is delivered and ensuring actions are put in place to address.

Core Responsibilities:

  • Handle all complaints received across all product lines within the formal response stage of the complaint handing process, with responsibility of owning those complaints of a more complex or vulnerable nature, and also executive committee escalated issues.

  • Own all complaints that are of a significant complexity or vulnerability nature.

  • Handle all FOS business file requests in line with company process, taking the relevant actions to review original responses, assessing whether fair or unfair outcome and providing FOS with a strong and comprehensive business file for their investigation and adjudication.

  • Ensure all FOS decisions are communicated effectively and remedial actions are completed where applicable.

  • Drive stakeholder engagement with support of the Root Cause function to ensure lessons learned are clearly communicated and ensure operational areas take ownership to identify improvement areas.

  • Identify, through all channels of complaint handling & utilising FOS lesson learned any areas where the group complaints process requires enhancement

  • Complete initial acknowledgement of a complaint promptly, systematically and fairly and within set time limits.

  • Take ownership for managing and resolving all allocated customer queries within agreed authority, ensuring a thorough investigation of the cause of individual complaints by gathering information and reviewing relevant documentation.

  • Make recommendations for fair, impartial decisions on whether to uphold a complaint in line with company policies and set mandate, and calculate redress and compensation in line with regulatory and FOS guidelines.

  • Provide excellent customer service at all times, ensuring that continuous contact with the Customer to provide updates throughout the investigation, making use of all forms of communication method i.e. calls, letters and emails

  • Support Team Leader and Team Manager to identify actions to address the cause of complaints and share these with the Root Cause Function.

  • Following investigation, provide the department with a critical analysis of their current processes and documentation with a view to reducing future complaints. Where necessary, proactively challenge or provide reasoning to decisions with key stakeholders.

  • Ensure that the quality of the investigation notes and communication is of  a high standard and meets the quality assessment standards outlined by the Quality Assurance team.

  • Maintain detailed and accurate customer related information on all relevant systems and databases.

  • Provide Executive level oversight with all complaints addressed to Group CEO, or any other members of the executive team .

  • Maintain up to date knowledge and adherence of compliance with legal requirements, industry regulations, organisational policies and professional codes .

  • Provide on the job training to new staff members .

  • Assist in the annual review and maintenance of the functions policy and procedures where applicable and as requested by Customer Relations Management .

  • Deputise for the Customer Relations Team Leader where necessary

  • Ensure you fully understand and comply with the organisation's Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do.

  • Ensure that you fully understand and comply with the organisation's Data Governance Policies as they relate to your area of responsibility and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed.

  • Maintain the company's compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

Essential Experience:

  • 3 years' previous complaints handling experience working in a regulated financial services environment.

  • 3 years' undertaking FOS actively and building relationships. 

  • 3 years' experience working in a Financial Services environment within a customer facing role.

  • 3 years' experience of investigating complaints in line with FCA regulations.

  • 2 years' experience of working with vulnerable customers.

  • 2 years' experience in dealing with executive complaints and managing senior management relationships managing senior management relationships and expectations.

  • 2 years' experience in: Secured loans and second charge lending environment / Underwriting (Specialist Lending), Lending Servicing and Operations / Savings and Branch based Operations

Essential Skill & Competency:

  • Excellent skills in respect of verbal & written communication,  listening and empathy with e xcellent attention to detail.

  • Strong skills in respect of time management and prioritisation.

  • Good skills in respect of investigating and analysing.

  • Ability to manage a busy complaints case load and  take ownership.

  • Strong IT skills - Microsoft Word/Excel/Internet.

  • Ability to challenge or provide reasoning to decisions with key stakeholders.

  • Work as part of a team with a positive and proactive attitude to change.

The role is office based whilst training is being completed, with an opportunity to work under the client's hybrid model.

12-Monrth Fixed Term, Permanent - 35hours between 9am-5pm (no weekends)


Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks- Employment references, ID, DBS, Credit check 

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.