SCUK Ombudsman & Escalated Complaints Team Leader

## SCUK Ombudsman & Escalated Complaints Team Leader Apply:
Redhill:
Posted Today:
Req
1612710

SCUK Ombudsman & Escalated Complaints Team Leader Country:
United Kingdom
** Why apply for this role?
** This is an excellent opportunity to lead a specialist team responsible for managing complaints referred to the Financial Ombudsman Service (FOS), helping to deliver fair, timely and well-evidenced outcomes for customers. As Ombudsman & Escalated Complaints Team Leader, you’ll play a key role in supporting the business to strengthen complaint handling, improve customer outcomes and reduce avoidable FOS referrals.

You’ll lead, coach and develop a dedicated case-handling team, providing technical guidance on complex and sensitive cases while using insight from FOS decisions, trends and MI to drive continuous improvement across Customer Relations and wider business areas.
** Please note the closing date for this role will be, end of day, Tuesday 29th September 2026
***
* Responsibilities include:

*** Leading the day-to-day delivery, performance, wellbeing and capability of a specialist team managing FOS complaints.
* Ensuring FOS referrals are investigated, evidenced and responded to within required timescales and to a high-quality standard.
* Providing technical guidance and decision support on complex, sensitive, high-value or precedent-setting cases.
* Reviewing case strategy, evidence, rationale and redress to ensure fair, consistent and customer-focused outcomes.
* Overseeing responses to FOS investigator views, provisional assessments and final decisions, ensuring actions and redress are completed accurately and promptly.
* Building constructive working relationships with FOS, customers, internal stakeholders and third parties to support clear, timely and evidence-based communication.
* Monitoring team MI and KPIs, including caseload, ageing, timeliness, productivity, quality, outcomes and redress trends.
* Completing regular quality and case reviews, providing actionable feedback and coaching to improve technical judgement, investigation standards and written advocacy.
* Identifying FOS themes, root causes, repeat failure points and systemic issues, escalating risks and translating insight into process, control and customer outcome improvements.
* Supporting governance reporting, priority escalations and continuous improvement activity across Customer Relations and wider business areas.
*
* What we're looking for:

*** Significant experience in complaint handling, customer relations or a regulated financial services environment, including demonstrable experience of cases referred to FOS.
* Strong working knowledge of FCA DISP complaint-handling requirements, FOS complaint resolution and the importance of fair customer outcomes.
* Previous people leadership, team management, coaching or technical leadership experience within a complaints environment.
* Confidence assessing evidence, jurisdiction, fairness, liability, redress and customer impact to support clear and defensible case decisions.
* Excellent written and verbal communication skills, with the ability to explain complex complaint decisions clearly to FOS, customers and senior stakeholders.
* Strong analytical skills, with the ability to interpret MI, identify trends and use insight to manage performance, risk and improvement activity.
* A collaborative approach, with the ability to build effective relationships across Customer Relations, Quality Assurance, Risk, Compliance, Legal, operational and product teams.
* High levels of accuracy, judgement, accountability and resilience when managing competing priorities, sensitive cases and regulatory expectations.
* Competence using Microsoft Office, particularly Word and Excel, and the ability to learn complaint…