Complaints Specialist
* 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.
Day-to-day of the role:
1. Handle all aspects of a complaint from initial acknowledgement through to redress calculations and FOS escalations.
2. Manage complaints workflow, handling multiple complaints at a time to ensure they are processed within regulatory timescales.
3. Manage all FOS communication as required.
4. Liaise with third-party outsourcer for DB redress calculations.
5. Serve as the primary contact for Professional Indemnity insurers for queries and liaison.
6. Investigate and analyse root causes for complaints, escalating issues and trends, and providing solutions and actions.
7. Liaise with staff across the whole business and at all levels, communicating updates and core findings from analysis.
8. Produce data and MI on comp...