Incidents and Complaints Management Associate

4 days ago


Bristol, United Kingdom Flair for Recruitment Full time

Do you have proven experience in client service, with excellent written and communication skills? Do you have strong numerical and analytical skills, with good knowledge of Microsoft Excel?
Our client, an award-winning investment and technology solutions firm, is looking for an Incidents and Complaints Management Associate to join their team.
Your responsibilities will include:

- Reviewing all incidents raised across the business and ensuring they are effectively recorded on the Incident and Breach Log
- Assessing and approving all incidents; working out the corrections required to resolve the issue and identifying the correct root cause
- Working in a collaborative way with all areas of the business to ensure all incidents have been raised and closed in a timely manner
- Carrying out any required corrections to the back-office systems to ensure the issue has been adequately resolved
- Ensuring the progression of action plans for critical complaints and for investigations by external agencies including The Financial Ombudsman
- To keep up to date with current issues regarding complaints and risks and ensure that managers are kept informed of developments and their implications
- To monitor trends, highlight risk factors to include production of weekly, monthly, quarterly and annual report on complaints, monitoring trends, response times, outcomes and action arising from complaints

Your skills and experience:

- Methodical and well organised approach to work
- Client focused and commitment to quality client service
- Able to plan and prioritise effort, execute effectively and regularly switch priorities
- Self motivated and eager to learn
- CASS knowledge (desirable)
- FCA DISP knowledge (Complaint Handling Regulations), including TCF and Vulnerable Client regulations (desirable)


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