Complaints Handler

1 week ago

London, Greater London, United Kingdom Seven Investment Management LLP Full time

The Compliance Advisory team sits within Risk and Compliance and currently covers the Complaint Handling function. The team is responsible for advising 7IM Group on best practices and standards in relation to general compliance matters.

The role is broad and offers exposure to a variety of teams, internal processes and key stakeholders across the business. Primary responsibility for this role includes handling and managing the investigation and resolution of complaints, as well as compiling management information on complaints and submitting FCA returns regarding complaints data.

Whilst the role is focused on assuming responsibility for the complaints handling process, the role will have the scope to support the wider compliance advisory team as and when required.

Responsibilities

  • Provide support with the investigation and resolution of regulated complaints including:
  • Recognising and classifying complaints, with a view to delivering fair and consistent consumer outcomes in a prompt and clear manner.
  • Responsibility for keeping clear records of all complaints received and outcomes including updating the internal incident management tool.
  • Constructing appropriate acknowledgement, summary resolution and final response letters.
  • Managing and ensuring any agreed complaints resolution is actioned.
  • Undertaking relevant root cause analysis and communicating identified risks and control gaps to relevant teams and management.
  • Escalating any material risks or complaints to the Senior Compliance Advisory Manager, Head of Compliance Advisory or Chief Risk Officer, as appropriate.
  • Acting as a key contact point for the Financial Ombudsman Service (FOS) and assisting with preparation of any files or information required by the FOS.
  • Providing complaints updates to 7IM's insurers, as and when required.
  • Regularly reviewing our internal policy and procedures for handling and managing regulated complaints, to ensure compliance with FCA rules
  • Assisting with the preparation and submission of the FCA RegData complaint returns
  • Developing internal awareness regarding complaint identification, and assisting with delivering complaints related training to staff.
  • Contributing to the production of the Compliance management information including the Complaints dashboard in an accurate and timely manner
  • Providing cover as necessary for the Compliance Advisory team including providing advice relating to Personal Account Dealing, Gifts & Hospitality and reviewing financial promotions and marketing material.
  • Assisting with regulatory change projects and delivery of other compliance initiatives.
  • Working actively with the 7IM business teams to answer questions and resolve issues
  • Given the nature of this role, your actions should align with upholding the FCA's Consumer Duty principles, thereby contributing to fair and beneficial outcomes for our clients.
About You

Knowledge

  • Relevant compliance experience in retail financial services including handling regulated complaints
  • Legal, compliance or financial services qualification or related degree would be desirable for this role
  • Knowledge of the relevant FCA sourcebooks including DISP, SYSC and COBS
  • A good general awareness of the financial services industry and financial markets
  • A strong commitment to compliance principles and practices
  • Good awareness of aspects of the regulatory environment relevant to the role.
Skills/Other relevant information
  • Good written and oral communication skills including experience dealing with complaint clients
  • Strong problem-solving skills with a ''can do'' approach to work.
  • Must be a professional of high ethical standards with a constant eye on the objectives of the business.
  • Team player able to build strong working relationships with internal and external stakeholders.
  • Able to effectively prioritise and manage workloads independently.
  • Process discipline and attention to detail
  • A pragmatic approach to facilitate appropriate interpretation of rules and procedures in a compliant and business aware manner
About Us

7IM was founded in 2002 by a team of escapees from the world of big corporate finance who wanted to start the kind of organisation they'd like to invest with themselves. Our seven founders gathered in a basement and made plans to care for clients' money by taking a structured and disciplined approach. Their aim was to achieve steady returns over the long term, always with an eye on risk, using up-to-the-minute technology. They wanted everyone to have access to the sort of service and expertise that institutional investors would expect.

We've evolved on our journey. In 2018, we acquired Tcam Asset Management, a firm we felt closely aligned with our investment philosophies and multi-asset approach. As part of our long-term growth strategy, we acquired the award-winning London-based financial planning firm Partners Wealth Management (PWM) in 2020, followed by the acquisition of Amicus Wealth, a leading advisory firm that offers a broad spectrum of financial planning expertise, in 2023. Both PWM and Amicus Wealth will continue to operate as independent companies, retaining their brand, identity and leadership. In 2024, Ontario Teachers' Pension Plan joined us as a major shareholder, backing the current management team to continue and boost 7IM's high-growth story.

Our team, our clients and our funds under management have grown steadily over the years. From our offices in London and Edinburgh, more than 500 talented people manage over £20 billion for a range of clients, including individuals and families, financial advisers, corporates, charities and trustees.

#J-18808-Ljbffr

  • Complaints Handler

    1 week ago

    London, Greater London, United Kingdom Dynamite Recruitment Full time £27,000 - £27,500

    Complaints Handler £ £27500 plus fantastic benefits Dynamite recruitment is looking to recruit an experienced Complaints Handler to join an award-winning business in Portsmouth. As a Complaints Handler you will be responsible for supporting a busy Customer Service / call centre team and will take full ownership of customer complaints from start to...

  • Complaint Handler

    1 week ago

    London, Greater London, United Kingdom Huntress Full time

    Complaint HandlerA powerhouse within the professional services industry is looking for a Complaint Handler to join their team remotely on an initial 7 month contract.Key Responsibilities Take ownership of complaints that could be complex in nature across a full range of propositions and channels. Liaise with customers directly to make sure the nature of the...

  • Complaints Handler

    1 week ago

    London, Greater London, United Kingdom HSBC Full time

    Job descriptionJob descriptionWho are HSBC Innovation Banking?We're the power behind the UK's forward-thinkers, future-makers and leap-takers, helping them ignite the bold ideas that reshape our world. We offer flexible banking solutions for start-ups, scale-ups, growth businesses, investors and those working towards IPO.Whether it's comprehensive banking,...

  • Legal Complaints Handler

    1 week ago

    London, Greater London, United Kingdom Undisclosed Full time

    Job Title:Complaints Handler Duration: 6 months Location: Reigate / Remote – will initially have to do some training in Reigate Complaint Handler will report to the Customer Services Complaints Manager.As a Complaints Handler you will be:Recording and acknowledging all complaints in writing as they are captured Investigating and resolving complaints to a...

  • Part-time Complaints Handler

    1 week ago

    London, Greater London, United Kingdom Workingmums Full time

    Part-Time Complaints Handler - Southwark, London Job Title : Part-Time Complaints Handler Are you passionate about providing excellent customer service and resolving issues? Our client, a leading organisation in the Insurance industries, is currently seeking a Part-Time Complaints Handler to join their dynamic team in Southwark, London.Position : Part-Time...

  • Sme Complaint Handler

    1 week ago

    London, Greater London, United Kingdom Love Success Plc Full time

    SME Complaint Handler: Job Reference: SME_CH_CLDate Posted: 25 July 2023 Recruiter: Love Success plc Location: City of London, London Salary: £190 to £200 Per Day Sector: Call Centre / Customer Service Job Type: Contract Duration: 6 months Work Hours: Full TimeSME Complaint HandlerWe have an exciting opportunity to join a global banking company as a...

  • Complaints Handler

    1 week ago

    London, Greater London, United Kingdom The Hyde Group Full time

    London BridgeUp to £30,000Hyde is looking to recruit a Complaints Handler.Hyde is one of the UK's leading and award-winning providers of affordable homes in London, the South-East and surrounding areas. We provide and manage 50,000 homes to over 100,000 customers. Our ethos is simple, by providing customers with a safe and decent home it allows them to...

  • Part-Time Complaints Handler

    1 week ago

    London, Greater London, United Kingdom Workingmums Full time

    Part-Time Complaints Handler - Southwark, London Job Title : Part-Time Complaints Handler Are you passionate about providing excellent customer service and resolving issues? Our client, a leading organisation in the Insurance industries, is currently seeking a Part-Time Complaints Handler to join their dynamic team in Southwark, London. Position :...

  • Complaints Handler

    1 week ago

    London, Greater London, United Kingdom Next Employment Ltd Full time

    A leading global Insurance firm based in the city of London are currently seeking a self-motivated, confident and highly capable Complaints Handler to start asap until approximately October 2024 within a temporary ongoing capacity.The ability to educate and liaise effectively with different stakeholders and third parties will be essential to the successful...

  • Complaints Handler

    1 week ago

    London, Greater London, United Kingdom Next Employment Ltd Full time

    A leading global Insurance firm based in the city of London are currently seeking a self-motivated, confident and highly capable Complaints Handler to start asap until approximately October 2024 within a temporary ongoing capacity.The ability to educate and liaise effectively with different stakeholders and third parties will be essential to the successful...

  • Complaints Handler

    1 week ago

    London, Greater London, United Kingdom Next Employment Ltd Full time

    A leading global Insurance firm based in the city of London are currently seeking a self-motivated, confident and highly capable Complaints Handler to start asap until approximately October 2024 within a temporary ongoing capacity.All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following...

  • Case / Complaints Handler

    1 week ago

    London, Greater London, United Kingdom Next Employment Ltd Full time

    A leading global Insurance firm based in the city of London are currently seeking a self-motivated, confident and highly capable Complaints Handler to start asap until approximately October 2024 within a temporary ongoing capacity.Managing referrals/questions/chasers from the financial ombudsman service (FOS)To coordinate all ombudsman cases with their...

  • Complaint Handler

    4 weeks ago

    London, Greater London, United Kingdom Capita plc Full time

    As one of our Complaint Handlers, you will investigate and resolve service complaints related to Securitised Mortgage Portfolios in line with FCA DISP requirements and client service level agreements. The role is full time 37.5 hours per week, Monday to Friday, on a 6 month fixed term contract basis.In order to be considered for this role it's essential that...

  • Complaint Handler

    4 weeks ago

    London, Greater London, United Kingdom Capita plc Full time

    As one of our Complaint Handlers, you will investigate and resolve service complaints related to Securitised Mortgage Portfolios in line with FCA DISP requirements and client service level agreements. The role is full time 37.5 hours per week, Monday to Friday, on a 6 month fixed term contract basis.In order to be considered for this role it's essential that...

  • Senior Complaints Handler

    1 week ago

    London, Greater London, United Kingdom Napo Full time

    About Napo:Napo is a fast-growing Insurtech company committed to creating innovative & transparent products to help every pet owner keep their pets healthy and happy We are in the business of selling peace of mind and want people to know that Napo is a synonym for quality. The pet insurance space has suffered from low quality and misleading products, and we...

  • Customer Complaints Handler

    1 week ago

    London, Greater London, United Kingdom Red Recruit Full time

    Our client an International Shipping company are looking for a Customer Complaints Handler to join their team.Are you looking to build a career within a thriving, dynamic and exciting company?Our client a progressive and dynamic company can offer a great working environment and career progression.They have an excellent opportunity for an office-based...

  • Complaints Handler

    1 week ago

    London, Greater London, United Kingdom Arch Europe Insurance Services Ltd Full time

    The Position:To support the Complaints Manager in being the central point of contact for Arch Insurance International - Europe with regards to the recording, tracking, handling, and reporting of Complaints received by Arch during the normal course of business. For the avoidance of doubt, this covers Arch Managing Agency Limited ("AMAL"), Arch Insurance (UK)...

  • Complaints Handler

    1 week ago

    London, Greater London, United Kingdom Bruin Full time

    Job Description I've just taken on an exciting, new mandate from a growing client, based in London, who are looking for a candidate to join on an initial 12 month FTC. They're looking for someone that's comfortable investigating and assessing complaints, preferably from a wealth management background. Record, triage, investigate, and analyze complaints...

  • Complaints Handler

    1 week ago

    London, Greater London, United Kingdom Bruin Full time

    Job DescriptionI've just taken on an exciting, new mandate from a growing client, based in London, who are looking for a candidate to join on an initial 12 month FTC.They're looking for someone that's comfortable investigating and assessing complaints, preferably from a wealth management background.Responsibilities IncludeRecording and Investigation: Record,...

  • Complaints Handler

    1 week ago

    London, Greater London, United Kingdom Bruin Full time

    I've just taken on an exciting, new mandate from a growing client, based in London, who are looking for a candidate to join on an initial 12 month FTC.They're looking for someone that's comfortable investigating and assessing complaints, preferably from a wealth management background.Responsibilities IncludeRecording and Investigation:Record, triage,...