Financial Ombudsman Specialist

We’re looking for a Senior FOS Specialist to join our Customer Relations team, based in Cardiff or Redhill. In this role, you’ll take ownership of complex complaint cases escalated to the Financial Ombudsman Service (FOS), acting as a subject matter expert and key point of contact for FOS investigators and ombudsmen.

You’ll play a critical role in ensuring complaints are managed fairly, consistently, and in line with regulatory expectations, while also driving insight, learning, and continuous improvement across the business.

What you’ll be doing

As a Senior FOS Specialist, you’ll be responsible for:

• Owning and managing complaint cases escalated to the Financial Ombudsman Service.

• Acting as the key point of contact for FOS investigators and ombudsmen.

• Providing expert guidance and case strategy support to complaint handlers.

• Meeting expected productivity and quality standards on a daily, weekly, and monthly basis.

• Analysing upheld FOS decisions to identify internal failures, training needs, or process weaknesses.

• Recommending corrective actions and supporting policy or process changes in line with Consumer Duty expectations.

• Maintaining up-to-date knowledge of FOS decisions, regulatory developments, and motor finance trends, including discretionary commission arrangement (DCA) themes.

• Supporting improvements to FOS journeys, SOPs, and templates to enhance efficiency and customer experience.

• Contributing to Management Information (MI) on FOS performance, uphold rates, and financial impact.

• Supporting training sessions or workshops focused on FOS standards, evidence quality, and fair outcomes.

• Working closely with Compliance, Legal, and wider Operations teams to ensure consistent and compliant outcomes.

Who we’re looking for

This role is ideal for someone who is confident, analytical, and comfortable making decisions in a regulated environment. You’ll need:

• Experience within motor finance or wider financial services, ideally in a regulated consumer credit environment.

• A strong understanding of FCA regulations, including CONC, DISP, Consumer Duty, and Vulnerability Guidance.

• Proven experience handling or overseeing complaints escalated to the Financial Ombudsman Service.

• The ability to interpret adjudicator views and ombudsman final decisions effectively.

• Strong communication skills, with the confidence to engage with stakeholders at all levels.

• Excellent planning, organisation, and time-management skills.

• The ability to handle challenge and conflict professionally, even under tight deadlines.

• GCSE-level education (minimum) or equivalent.

Why join us?

• Take on a senior, influential role within Customer Relations.

• Make a real impact by shaping complaint outcomes, processes, and customer experience.

• Work closely with senior stakeholders across Operations, Compliance, and Legal.

• Build valuable regulatory and leadership experience.

• Access clear progression opportunities, including future Team Leader roles.

Ready to apply?

If you’re looking to take the next step in your complaints or regulatory career and thrive in a role with real responsibility and influence, we’d love to hear from you.

People are the driving force of our business; we want to work with the best to continue to be amazing. We have a range of opportunities within this role and the wider business to help you grow. From our Diversity Squad, Women of Stellantis Network, Employee Forum or becoming an Engagement Champion in your department, there is something for everyone to get involved in and help shape our company.