Complaints Resolution Specialist

3 weeks ago


Liverpool, Liverpool, United Kingdom Rev & Regs Full time
Complaints Analyst Role

Rev & Regs is seeking a skilled Complaints Analyst to join our team in Liverpool. As a key member of our Complaints team, you will play a vital role in providing an efficient and effective end-to-end complaints handling service to our clients.

Key Responsibilities:
  • Assist the Complaints team in providing an impartial and efficient complaints handling service.
  • Maintain expert knowledge of relevant regulatory requirements, including DISP, and ensure this is reflected in our complaints policies and procedures.
  • Triage initial expressions of dissatisfaction in line with the FCA's definition of an 'eligible complaint / eligible complainant', and manage the Complaints Inbox efficiently.
  • Act as a point of contact for the wider business throughout the lifecycle of a complaint, providing support and guidance as needed.
  • Investigate and handle complaints in a consistent manner, and be one of our contacts for the Financial Ombudsman Service (FOS) where a complainant may have referred their complaint.
  • Make decisions on the outcome of complaint investigations, and produce clear, comprehensive, and professionally written letters within FCA rule requirements.
  • Identify root causes of complaints and effect change through collaboration with the business, and escalate issues that require management action as necessary.
  • Maintain all associated complaint records as required for audit purposes, and update the complaints software - Respond.
  • Contribute to the delivery of a positive compliance culture within the team and wider Group.
Requirements:
  • 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)



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