Complaint Handler - Level 4 Diploma qualified needed

• Location: Rochester - hynrid or potential for remote
• Job Type: Full-time
• Salary: £35-45,000 Competitive, based on qualifications and experience

We are seeking a dedicated Complaints Specialist to join our team. This role is crucial for investigating and resolving complaints efficiently and accurately, ensuring fair client outcomes and adhering to FCA regulated complaints DISP requirements. The ideal candidate will have a strong background in financial services, particularly in wealth management or financial planning, with a deep understanding of complex pensions advice.

• Handle all aspects of a complaint from initial acknowledgement through to redress calculations and FOS escalations.
• Manage complaints workflow, handling multiple complaints at a time to ensure they are processed within regulatory timescales.
• Manage all FOS communication as required.
• Liaise with third-party outsourcer for DB redress calculations.
• Serve as the primary contact for Professional Indemnity insurers for queries and liaison.
• Investigate and analyse root causes for complaints, escalating issues and trends, and providing solutions and actions.
• Liaise with staff across the whole business and at all levels, communicating updates and core findings from analysis.
• Produce data and MI on complaints for various committees and Regulatory Reporting.
• Maintain personal knowledge and understanding of the complaints regulatory environment to maintain ‘Subject Matter Expert’ status.

• Dip PFS Level 4 qualification (or equivalent).
• Minimum 3 years of complaints experience in a similar environment (wealth management/financial planning) assessing pension advice.
• Extensive knowledge of FCA regulated complaints DISP requirements.
• Strong understanding of all aspects of a complaint handling function including FOS process, root cause analysis, PI insurers, MI production, etc.
• Excellent communication and interpersonal skills with the ability to adapt style to audience.
• Excellent letter and numeracy writing skills.
• Ability to effectively organise, manage and prioritise own time with minimal supervision.

• Adhere to the FCA’s principles for business.
• Adhere to the individual conduct rules in COCON.
• Align with company behavioural values.

• Competitive salary and benefits package.
• Opportunity to work in a standalone role with significant responsibility.
• Supportive environment within the Compliance Department, backed by the Compliance Director.

To apply for the Complaints Specialist position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this position.