Lead Complaints Investigator

7 months ago

London, United Kingdom Financial Conduct Authority Full time

Lead Complaints Investigator

**Salary**: National - ranging from £57,600 to £71,900 per annum and London - ranging from £63,300 to £79,100 per annum.

Are you interested in leading a small team working in the Complaints Department dealing with high profile and complex complaints?

The team/ department

We have an exciting opportunity for a talented Lead Investigator to lead a team of investigators working in the Independent Reviews, Assurance and Complaints Directorate, working in the Complaints Department to deal with complaints made against the FCA.

The Regulators (the FCA, PRA and Bank of England) are required to have a scheme for the investigation of complaints about the exercise of, or failure to exercise, any of the FCA's relevant functions, which is maintained by the Complaints Department. The Complaints Scheme is a key accountability mechanism for the FCA, to ensure it operates efficiently and effectively, and provides an opportunity to help the organisation learn and continuously improve.

The complaints we receive touch on almost all areas of the FCA and can be complex and high profile. Complaints offer insight into where the FCA can learn and improve are also a barometer of the effectiveness in the reduction and prevention of harm, so how they are handled, responded to, and evaluated is vital to the FCA’s success. Complaints are recognised by government as being an important indicator of performance and of transparency, and, as such the Regulators, Treasury and the Complaints Commissioner are all important stakeholders.

The Department is fast moving with a unique opportunity to understand the landscape across the whole FCA and to see first-hand how regulation impacts the external environment. There is also regular opportunity to engage with senior internal stakeholders including Executive Committee (ExCo), Audit Committee (Audit Co) and the Board, and key external stakeholders such as the Complaints Commissioner, Bank and Prudential Regulation Authority (PRA).

The Risk and Compliance Oversight Division (R&CO) is the FCA’s second line of defence. The division works in partnership with senior management, members of the Board and colleagues across the organisation to mitigate the external and internal risks to the FCA’s statutory objectives. It does this through oversight and risk management, assurance work, compliance oversight and the investigation of complaints against the FCA. As such, in addition to delivering high quality complaint handling, the complaints department is integral to contributing to the assessment and view of risk posed to the FCA. To support this function, we are developing our root cause analysis of the complaints we receive to produce MI, identify themes and areas where the FCA can learn and grow.

What you will be doing (the role)- Supporting the management team by leading a team of complaint investigators responsible for the investigation of complaints about the FCA, acting as deputy for the manager as required- Leading and managing the team; including operational delivery, performance management, coaching and personal and competency development, with a strong focus on the development of knowledge, skills and performance of the team- Supporting the development of root cause analysis, and developing engagement with R&CO and the wider FCA to develop the view of risk and support continuous improvement- Drafting, including delivery and oversight of succinct and high-quality reports to be presented to business areas and executive-level committees, correspondence with complainants and stakeholders with investigation findings, and responses to internal stakeholders- Providing coherent and compelling independent views to FCA senior management and other stakeholders on findings to ensure that the FCA continually improves its performance and service delivery and ensuring that the organisation learns lessons from events- Reviewing performance, management information, quality assurance and feedback to inform and drive continuous improvement of processes and the development of individuals in the team

What you will get from the role

Working in the complaint team, you will benefit from working in an outcome focused team environment which will afford opportunities to:
- Be empowered and take responsibility for own workload and share experiences with others- Have a unique insight into how the different areas of the FCA operate and be exposed to all aspects of financial regulation- Have excellent learning and development opportunities- Work in a collaborative, inclusive and learning environment- Interact with a wide range of internal and external stakeholders

Core benefits that you will receive as standard are:
- 25 days holiday per year plus bank holidays- Private healthcare with Bupa- A non-contributory Pension of at least 8% of basic salary each month (there are several contribution levels that increase depending on your age - up to 12% a month once you reach age 35)- Lif

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