​Home-Based

Job Description: The role will be responsible for the day-to-day management of the complaints team, all client complaints including the end-to-end process for resolution, reporting to the wider business and driving improved client outcomes

The role will involve:

• Investigate and resolve complaints to a satisfactory resolution for both the client and the business.

• Liaise with PII, making relevant notifications, preapproval of client correspondence and ensuring required reporting is done on a timely and accurate basis.

• To produce high quality written communication, and to communicate verbally with external parties and clients until matters are resolved.

• Ensure that a full and detailed audit trail is on file for each complaint case, with clear notes and all relevant documentation.

• To accurately complete and maintain the Complaints Register so it reflects the current position of complaints received at any time.

• To ensure all complaints are managed within regulatory timescales as per DISP.

• To identify and analyse the root cause of complaints across the business and to develop solutions in conjunction with other departments, to minimise reoccurrence.

• To regularly produce management information and reports for relevant internal committees and to present this information when required to do so.

Key Requirements:

• Complaint Manager experience within a Wealth Management environment – minimum 5 years

• Thorough understanding of end-to-end operation and client services processes in an IFA environment

• Demonstrable experience within Financial services, with a working knowledge of FCA regulations

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