Complaints Analyst

Brooks Macdonald Group plc is one of the UK's leading wealth management firms, recognised for investment performance and client service. We offer leading multi-asset investment services to intermediaries, and high-quality financial planning advice to private clients, benefitting from a strong local presence across the UK.We see an opportunity to lead the way within our sector in relation to sustainability and responsible investing. We have set a target for our direct footprint to be Net Zero by 2030 and continue to enhance our approach to responsible investment, which includes offering a dedicated service for clients with values-based objectives.We offer fulfilling careers in an inclusive culture that values diversity, ambition and rewards high performance. Our guiding principles underpin our culture and are at the heart of everything we do:we do the right thingwe are connectedwe carewe make a differenceWe welcome talented people from all backgrounds who live our guiding principles and are focused on ensuring good outcomes for our clients. We’re committed to promoting equal employment opportunities and positively encourage applications regardless of race, religion or belief, sexuality, age, disability, gender, gender identity, marital status or pregnancy and maternity.Collaboration and knowledge-sharing is important to us as a firm, and we value different ways of working. Employees are required to be in the office three days a week, with flexibility to work from home on the other two days.Role OverviewAs the Complaints Analyst you support the Complaints Manager and take ownership for the investigation and resolution of client complaints received by BM Group.The post holder is required to independently investigate complaints ensuring that all regulatory requirements are met, that the firms’ obligations with regard to the Financial Ombudsman Service are discharged and that clients are provided with good and fair outcomes where complaints have been raised.In partnership with the first line of defence, the role operates as a key component of the second line to ensure that:complaints are identified and logged in a timely manner;complaints are resolved efficiently taking Consumer Duty and other regulatory requirements into consideration;enhancements and improvements to processes are implemented to help prevent future complaints;root cause analysis and Management Information (MI) concerning complaints is provided to senior management, stakeholders and the business as required.Role responsibilitiesResponsible for the handling, investigation and resolution of client complaints received by Brooks Macdonald Group;Contribute to the continuous improvement of all complaints related processes, including complaints handling, reviews of root cause analysis, production of management information (MI), compiling and submitting regulatory returns, delivering feedback re preventative measures to the business, training, and maintaining policies and procedures;Responsible for ensuring that complaints are acknowledged and final response letters are issued within prescribed regulatory timeframes;Prepare and issue client correspondence (including templates) and communications relating to complaints ensuring that the tone is appropriate, professional and takes into consideration factors such as clients with characteristics of vulnerability;Communicate appropriately with stakeholders, clients, advisers, third parties and the Financial Ombudsman Service;Ensure robust records management and administration of complaints handling and the accompanying/supporting documentation;Establish, record and analyse complaints root cause information to provide management and stakeholders with data, analysis and feedback;Produce reports and MI regularly (and ad hoc/as required), ensuring that root cause analysis and trend analysis is undertaken for all upheld complaints;Assist with the production of reports and MI relating to complaints for BM Group committee packs;Assist with delivering training to the business, e.g. BM Group departments and legal entities (including face-to-face training and induction sessions);Assist with regular reviews and updates of the Complaints Policy, the team’s procedures and the complaints e-learning module;Help drive process and procedural changes within the business, informing the business where lessons can be learned to help prevent future complaints;Performing role always ensuring adherence to the expected behaviours stated in the FCA’s rules and under the SM&CR regime.Knowledge, Skills, ExperienceKnowledge of BM Group’s business ideally, including all products and services and client service/operational-related processes;Good stakeholder and inter-personal skills, the role requires the post-holder to deal with colleagues across BM Group at all levels and also to speak to clients/complainants and third parties acting on their behalf;Knowledge of investment management and financial planning, including the regulatory requirements that apply to all of BM Group’s products and services (e.g. Consumer Duty, suitability, annual reviews, HMRC/ISA rules, pensions requirements);A well-developed knowledge of the FCA DISP rules, the Financial Ombudsman Service processes and requirements, Pensions ombudsman requirements;Able to work to strict deadlines and deal with a high volume of complaints;Articulate, with excellent written and verbal communication skills;Resourceful, with the ability to leverage their network and subject matter experts within BM Group (e.g. to share expertise re technical complaints including those relating to portfolio management, financial planning, tax, loss calculations);Proactive, and willing and able to adapt (e.g. when BM Group enters into new business lines/product offerings as a result of acquisitions and the scope of areas that complaints relate to widens;Tenacious, assertive and able to remain independent of the business;Calm, patient demeanour, personable.