Job title
Investigator – Complaints
About the FCA and Team
We regulate financial services firms in the UK to keep financial markets fair, thriving and effective. By joining us, you’ll play a key part in protecting consumers, driving economic growth, and shaping the future of UK finance services. The Complaints Department sits within the Risk and Compliance Oversight Division (R&CO), which performs the second line of defence function in the FCA. R&CO helps the FCA identify, assess, and report risks that threaten the FCA’s ability to deliver its statutory objectives.
Remuneration and Grade
* Salary: £43,100 (National locations: Edinburgh and Leeds) and £47,300 (London)
* Grade: Associate
Contact
Recruitment contact: Riley Fox (riley.fox@fca.org.uk). Applications must be submitted through the FCA online portal; applications sent via social media or email will not be accepted.
Role Responsibilities
* Guide complex complaint investigations with diverse sources (systems, reports, governance papers) to uncover insights that drive better outcomes.
* Shape strategic improvements by identifying root causes of issues and recommending solutions that strengthen processes and prevent recurrence.
* Influence senior decision‑making by presenting clear, evidence‑based findings to stakeholders, ensuring lessons are learned and performance improves.
* Deliver high‑quality outputs under pressure, including concise reports, letters, and committee papers, meeting strict deadlines and service standards.
* Manage a dynamic caseload of complaints in a fast‑paced, target‑led environment, ensuring timely and fair resolutions.
* Drive continuous improvement by feeding insights from complaints into departmental analysis, helping shape future policy and operational excellence.
* Represent the FCA’s commitment to accountability, ensuring transparency and trust through rigorous, solo investigations.
Minimum Skills Required
* Prior experience leading or contributing to analytical outputs, such as investigations, risk assessments, or research reports.
* Prior experience of reviewing and assessing large volumes of material to form evidence‑based judgement.
Essential Skills
* Experience in proposing pragmatic recommendations and solutions to problems.
* Excellent written and oral communication skills, including the ability to communicate confidently, credibly and in a probing manner with colleagues, senior management, and subject‑matter experts.
* Excellent analytical skills with a curious and probing attitude; a person who does not take statements at face value but investigates the factual position to make informed, well‑reasoned judgements.
* Ability to balance and manage multiple priorities, working alone and in a team, and manage several work streams simultaneously, with a flexible, proactive, and positive approach to the way you work in a changing environment.
* Excellent stakeholder management skills, including the ability to promote productive working relationships and collaborate with senior stakeholders in other divisions and R&CO.
Benefits
* 25 days annual leave plus bank holidays.
* Hybrid model with up to 60% remote work.
* Non‑contributory pension (8‑12% depending on age) and life assurance at eight times your salary.
* Private healthcare with Bupa, income protection, and 24/7 Employee Assistance.
* 35 hours of paid volunteering annually.
* A flexible benefits scheme designed around your lifestyle.
Recruitment Process and Timeline
* Job advert closes: w/c 23rd November.
* CV review/shortlist: 25th November.
* Case study: w/c 1st December.
* First stage interview: w/c 8th December.
* Recruiter will discuss the process in detail during screening; please inform us if you are unavailable for any dates during this period.
Disability Confident Statement
We’re proud to be a Disability Confident Employer, and people or individuals with disabilities and long‑term conditions who best meet the minimum criteria for a role will progress to the next stage of the recruitment process. In cases of high application volumes, we may progress applicants whose experience most closely matches the role’s key requirements.
Equality and Diversity
We are committed to fostering a diverse and inclusive culture that is free from discrimination and bias, celebrates difference, and supports colleagues to deliver at their best. If you require any adjustments due to a disability or condition, please reach out for tailored support.
#J-18808-Ljbffr