Complaint Resolution Investigators

As an organisation, this highly respected financial services organisation is renowned for assisting their clients invest for the future and to live the lives they want to lead. They feel it is their responsibility to take seriously, and it inspires them to do the right thing. With this in mind they are now seeking to recruit within the Resolutions division, which is an area supports and drives their values of Integrity & Trust and plays a critical role in resolving complaints & providing independent data and insight.

You will be responsible for investigating, resolving, and responding to complaints which could carry a financial, regulatory, or reputational implication for the business, as well as playing a pivotal role in helping drive client centric change that includes investigating and addresses root causes. Your key responsibilities can include (but not limited to):
Managing your own portfolio, with the aim to not only respond with a level of detail and quality that meets and/or exceeds customer expectations and to agreed business standards & in line with regulations. Communicate effectively with clients over the phone & in writing. Use all available sources of information to fully explore complaints, identify errors, and resolve them satisfactorily.

Support the Treating Customers Fairly framework, ensuring concerns are promptly reported. Escalate matters that have regulatory / reputational / financial risk. Collaborate with colleagues, sharing specialist knowledge and skills within the business to improve the customer experience. Possessing relevant UK Financial Services experience (Banking and Insurance experience may be considered) and including formal complaint handling, you will be someone with excellent organisation and communication skills (verbal and written), coupled with the ability to manage several tasks simultaneously.

In return you can expect to be offered a highly attractive remuneration and comprehensive benefits package, which includes bonus potential (up to c 10%), a 10% non-contributory pension, free parking, onsite gym and restaurant and the flexibility of hybrid working. Further information is available on application.