Complaints Analyst

Rev & Regs are recruiting for a Complaints Analyst (12-month FTC) position for a top tier Wealth Management company in Liverpool.

Responsibilities:

• Assist the Complaints team to provide an impartial, efficient and effective end to end complaints handling service.
• Maintain an expert knowledge of the relevant regulatory requirements – DISP - and to help to ensure this is reflected in the company’s complaints policies and procedures.
• Ensuring an initial expression of dissatisfaction is triaged in line with the FCA’s definition of an ‘eligible complaint / eligible complainant’. This involves, where required, efficient management of the Complaints Inbox.
• To be a point of contact for the wider business throughout the lifecycle of a complaint (Front Office and Operations).
• To handle/investigate in a consistent manner a broad spectrum of complaints and be one of the company’s contacts for the Financial Ombudsman Service (FOS) where a complainant may have referred their complaint to FOS. The role involves making a decision on the outcome of the complaint investigation and the production of a clear, comprehensive and professionally written letter within timescale of FCA rule requirements, as well as dealing with any subsequent complainant or FOS correspondence as necessary in a professional manner.
• Through root cause identification, to effect change where required via collaboration with the businesses to correct any issues highlighted through the complaint investigation, and to escalate issues that require management action as necessary.
• To maintain all associated complaint records as required for audit purposes and in line with FCA requirements, including updating the complaints software – Respond.
• To help produce management information on a regular basis as well as reporting six-monthly to the FCA.
• To contribute towards the delivery of a positive compliance culture within the team and wider Group.

Experience:

• Complaint handling experience in a wealth management organisation.
• A good understanding and working knowledge of the FCA’s Dispute Resolution rules (DISP).
• Excellent attention to detail and high personal and professional standards.
• Highly professional communication manner – letter, email, telephone.
• Ability to prioritise and work to deadlines within set service standards, company guidelines and regulatory requirements.
• Ability to efficiently multi-task and work efficiently to meet timescales.
• Very strong written and verbal communication skills.
• Proven ability to deal tactfully and respectfully with potentially difficult clients/situations.

Salary: £41,000

Location: Hybrid (2 days per week in Liverpool office)