Job description
A fantastic opportunity to join one of the UK's leading Wealth Management firms, looking for those of you who wish to grow with us as a business and support our strong growth plans, with hybrid working. This is a full-time permanent opportunity and in return, you will receive a competitive salary and range of benefits.
Complaints Handle day to day responsibilities include:
1. Involvement in investigations in order to determine whether breaches in the firm's processes have created any client detriment
2. Analysis of customer feedback process, ensuring that sufficient intelligence is gathered to demonstrate achievement of positive consumer experience
3. Review of customer focused regulatory industry update summaries to ensure our approach to breach/complaint rectification is in line with expectations
4. Escalate to senior management and Operations where issues with our products and services are identified, when investigating breaches and complaints
As part of the role, you will also:
5. Carry out investigations of client complaints, following the firm's standard complaints procedure and formulating client final responses,
6. Through breach and complaint MI, perform a firm-wide analysis of identified root-causes, and work closely with Operations/Change Management to ensure that issues are satisfactorily rectified
7. Analysis of all MI connected to client outcomes and periodic reporting of this analysis to Risk to support Consumer Duty deliverables
8. Efficient and comprehensive analysis of company financial promotional material as part of the Firm's regulatory sign-off process, ensuring that all relevant literature is appropriate for the client audience
You have the following attributes:
9. Experience in an IFA environment, demonstrating quality communications of constructive feedback
10. Working towards the Diploma in Financial Planning as a preferable qualification requirement
11. Willingness to take further qualifications, as relevant to your role
12. Demonstration of knowledge and experience in personal financial planning
13. A high standard of written and numerical skills
14. An ability to demonstrate strong report-writing skills
Benefits and Perks
15. Flexible working & holidays - Enjoy flexible working and competitive holiday allowance, with annual buy & sell scheme options and your birthday off. Plus, additional holiday days for long service
16. Social perks - To recognise and celebrate employees' great work we are all invited to our annual Christmas and Summer parties
17. Pension - We offer a contributory pension scheme with Royal London as well as death-in-service benefit.
18. Bonus scheme - All employees are offered a competitive salary and a discretionary annual bonus, following completion of a year's service
19. Health and well-being - The MediCash app puts your health in the palm of your hands. Claim cashback on a wide selection of health and well-being initiatives, including discounted health club memberships and free health-care benefits
20. Professional development - We are committed to helping you reach your potential by offering tailored learning and development programmes to pursue your career goals
21. Shopping discounts - Our employees can choose from many retailers to get discounts or cashback on everyday purchases from our favourite high street clothing stores to our go-to supermarkets, as well as access to free online training courses