Complaints Lead

4 weeks ago

London, United Kingdom Quilter Full time
About the Business

Quilter Cheviot has been the wealth manager of choice for individuals and families for over 250 years, and today is one of the UK's largest wealth management firms offering expert discretionary investment management and financial advice through our sister company, Quilter Cheviot Financial Planning. We offer a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.

We are part of Quilter plc, a leading provider of advice, investment platforms, multi-asset investment solutions and discretionary fund management which is listed on the London and Johannesburg stock exchanges and manages over £111.6 billion of client investments (as at March 2024).
If you want to play a part in shaping the future of our business, bringing new ideas and challenge then now is a great time to join us.

It is a great opportunity to help lead with the establishment of a new section of the QC complaints team, expanding on an existing complaints function but helping to develop this team regarding complaints relating to financial planning. You will be required to support complaints specialists in resolving all regulated complaints and internal reviews in a fair and impartial manner.

The duties you will perform will directly impact our customers, so regardless of the findings of the complaints all interactions with all parties must be professional and balanced.

About the Role

Level: 4

Department: Oversight - Complaints

Location: London, with hybrid flexibility.

Contract type: Permanent.

Non regulated

As the Complaints team lead you will help develop and evolve existing processes to support complaints resulting from provision of financial advice. You will work with the existing team members to help build a strong and coherent team as well as support new colleagues into the team.

The role will involve supporting individual complaints specialists in their investigations and helping to bring these complaints to a timely resolution, and in some, more complex cases getting more involved. As the lead you will also be responsible for the overall governance of the team plus Management Information reporting with trend identification, whilst ensuring all data is accurate and up to date.

The role also requires a strong and comprehensive knowledge the Financial Conduct Authority complaints requirements. You will also have to liaise with internal stakeholder and external third parties, such as the Financial Ombudsman's Service and our Professional Indemnity broker.

The role will involve overseeing investigation and administration of complaint and remediation cases. You will also oversee and sign-off all customer correspondence templates and manage the professionalism and tone of all client correspondence.

You will need excellent organisational skills and the ability to manage a variety of tasks and responsibilities at the same time. Accuracy and attention to detail are key requirements of this role.

About You
• Having previous experience of working within a complaints/remediation environment is essential, along with knowledge and understanding of Financial Planning.
• To succeed in this post, you will need to be highly organised, proactive, level-headed and assertive.
• You should have the ability to manage and prioritise workloads independently and take overall ownership and responsibility for the team's work.
• The role is fast paced and dynamic. Therefore, we are looking for an individual with the ability to meet tight deadlines, the ability to multi-task and adapt to change quickly. You will also possess excellent written skills and have good attention to detail.
• We are seeking someone who has a positive and professional attitude with the ability to build strong internal and external relationships. The candidate should have excellent demonstrable customer service skills.
• You will have strong IT skills and be proficient in using Microsoft packages.

#LI-VS1 #QC

Inclusion & Diversity

We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.

Values

Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
Always curious: We continuously seek new ideas and knowledge so we're one step ahead of our clients' needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.

Core Benefits

Holiday: 182 hours (26 days)

Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.

Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.

Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.

Life Assurance: 4x your salary.

Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.

Healthcare Cash Plan: Jersey employees only

In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.

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