OSB Group
Financial Support Consultant
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Financial Support Consultant
About the Team
The Financial Support Team is a versatile, customer-focused function dedicated to supporting customers experiencing financial difficulties.
We focus on delivering good, tailored outcomes for customers struggling with their mortgage payments, ensuring each person is treated fairly and with empathy. We have a strong passion for:
- Doing the right thing for customers
- Working collaboratively as a team
- Ensuring compliance with regulatory and ethical obligations
About the Role
You will work in a contact centre as a Financial Support Consultant, liaising with customers via multiple channels, primarily telephone but also email, letters, and text messages.
You will:
- Understand each customer’s individual circumstances through careful questioning and financial assessment.
- Develop and agree on tailored, sustainable solutions to support arrears clearance.
- Deliver outstanding customer service while ensuring fair, ethical outcomes.
Key Responsibilities
- Speak with customers to assess their financial situation, using effective questioning techniques to agree appropriate repayment arrangements.
- Manage a high volume of customer interactions, predominantly telephone-based, supplemented by written communications (emails, letters, texts).
- Provide consistently high levels of customer service, even during complex or sensitive conversations.
- Make customer-focused decisions on next steps while ensuring fair outcomes throughout engagements.
- Identify vulnerable customers and ensure support is provided in line with the Group’s framework.
- Update systems accurately to reflect conversations and actions taken.
- Continuously develop performance based on feedback regarding:
- Call handling quality
- Case handling
- Effectiveness
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This is a challenging but highly rewarding role, allowing you to help customers during difficult times and provide them with the best possible financial support.
Training & Support
We provide full training to develop your skills in:
- Handling various customer queries
- Asking the right questions to negotiate solutions
Working Hours
- Full-time: 35 hours per week (0800–1800 hours)
- Part-time options available (0800–1300 or 1300–1800 hours). Contact us for details.
What’s in It for You?
Salary & Benefits
- Base salary: £26,500–£30,000 (depending on experience)
- Competitive benefits package:
- Annual bonus opportunity
- Enhanced family-focused benefits
- 28 days annual leave plus bank holidays
- Access to Private Medical Insurance & Medical Cash Plan
- Hybrid-working flexibility
See full benefits details here: [OSB Careers](OSB Careers)
About OSB Group
OSB Group is a specialist mortgage lender and retail savings bank. We are passionate about our products, customers, and people, committed to fostering a collaborative and engaging work environment.
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Do You Have the Skills?
Required Experience & Knowledge
- Experience in a customer-focused role, particularly in a contact centre or high-call-volume environment, requiring in-depth customer interactions.
- Confidence in handling complex telephone conversations, including sensitive or difficult customer situations.
- Strong communication, empathy, listening, and negotiation skills.
- (Desirable preference for experience in financial services, collections, or regulated environments.)
Next Steps
Interested? Apply now! For internal candidates, visit the [internal careers page](internal careers page) by 23 June 2026.
Visit [OSB Careers](OSB Careers) to:
- Hear from our team
- Explore the recruitment process
Personalised Recruitment Process
Candidates will undergo a tailored, conversational selection experience. Request adjustments or support—we are committed to helping you perform your best.
Diversity, Equity & Inclusion
We understand that employees from marginalised backgrounds often feel pressure to meet 100% of the criteria to apply.
At OSB, we champion diversity at all levels and actively encourage applications regardless of ticks in the box.
- Signed up to the Women in Finance Charter to support the development of senior women in finance.
- Dedicated to equality and anti-discrimination practices.
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