Job Title: Complaints Specialist Location: Hybrid in Rochester or remote in united kingdom This is a great opportunity to join a financial planning firm within the Compliance Department, reporting directly to the Compliance Director. In this role, you will investigate and resolve pension advice and service-related complaints with accuracy and efficiency, while managing all aspects of the organisation’s complaints policies, procedures, and processes. Key Responsibilities Complaint Management : Handle end-to-end complaint processes from initial acknowledgment through resolution, including redress calculations and escalations to the Financial Ombudsman Service (FOS). Root Cause Analysis : Conduct root cause analysis for complaints, escalating issues and providing actionable solutions to improve processes. Professional Communication : Liaise with the FOS, Professional Indemnity insurers, and third-party outsourcers, coordinating as needed for Defined Benefit (DB) redress calculations. Data and Reporting : Prepare data and management information (MI) reports for internal committees and regulatory reporting. Skills Requirements Qualifications: DipFA Level 4 required (AF7 beneficial). Experience: At least 3 years in a similar complaints role in wealth management or f inancial planning, with pension advice expertise. Complaint Handling Expertise : Experience with redress calculations, FOS escalations, root cause analysis, MI production, and regulatory reporting.