Lead Complaints Investigator

Complaints Lead Investigator (REG C1)

Division

Risk & Compliance Oversight

The Role

The Complaints Team are expanding to deal with a higher volume of complaints against the FCA, many which are complex and to respond to recommendations for improvement made by the independent Complaints Commissioner

We are now recruiting for a Complaints Lead Investigator, leading a team of investigators working in our Complaints team and alongside the wider organisation

What does the role involve? What are the key responsibilities?
- Supporting the Manager by leading a team of complaint investigators responsible for the investigation of complaints about the FCA.
- Act as deputy for the manager as required
- Leading and managing the team; including operational, performance management, coaching and personal and competency development, with a strong focus on the development of knowledge, skills and performance of the team,
- Oversight of complex investigations and leading the investigations for the most complex cases
- Leading investigation on high profile or high complexity complaints
- Leading investigations into large group complaints dealing with multiple complainants with multiple allegations
- Identification of areas for improvement within the team or the wider organisation and drive changes through to help with continuous improvement
- As a Lead investigator, you will also play a key role in the work of the department and implementation of its ambitious plans
- Strong and timely decision making skills, based upon the accurate consideration of all the relevant factors.
- Excellent time and workload management, demonstrating the ability to manage and prioritise different tasks effectively
- Responsible for developing and maintaining effective relationships with relevant stakeholders and partners, both internally and externally including working with senior stakeholders at Board and Committee levels
- Reviewing performance, management information, quality assurance and feedback to inform and drive continuous improvement of processes and the development of individuals in the team
- Ability to prioritise workloads and demonstrate a risk based approach to work.

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
- Work across the organisation on a range of complex issues
- Demonstrate judgement, decision making, analysis & investigation and flexibility
- Identify risks and issues and determine the best course of action
- Put analytical, problem solving and professional skills into practice
- Interact with a wide range of internal and external stakeholders
- Training and personal development
- Be involved in or lead projects

About you

Minimum

We’re a signatory to the Government’s Disability Confident scheme.
- Experience in complaints investigations and management of investigations or any equivalent level of investigations expertise and management
- Experience of managing others in terms of coaching, mentoring, QA, referral decisions, case management and case progression.

Essential
- Regulatory and/or financial services experience
- Experience of inspiring others to high levels of performance
- Communication - able to communicate clearly and effectively, both orally and in writing with both internal and external stakeholders
- Team working - able to work collaboratively, developing good working relationships and ensuring that relevant information and best practice is shared appropriately
- Ability to deliver against SLA’s
- Stakeholder management - able to develop strong working relationships including at Board and Committee level
- Analysis and Investigation - able to analyse different sources of data and select the most appropriate for further investigation where required
- Judgement & Decision making - able to demonstrate confidence in ability to use sound judgment to reach conclusions
- Ability to work to tight deadlines and managing a team to deliver within statutory service standards
- Project Management - the ability to manage high volume complainant/allegations complaints within a project management framework.
- Personal Accountability - able to take personal responsibility for the quality and timeliness of work and able to achieve results with little oversight
- Influencing and negotiation skills able to convince others to own expressed point of view and gain agreement

Desirable
- Confidence to present recommendations to senior FCA committees
- Knowledge of FCA systems

About us

At the FCA, we’re creating a fair and more resilient financial system. We’re establishing more transparent relationships between financial services and their customers, building trust in financial markets and protecting vulnerable consumers.

The FCA’s Values & Diversity

Our ambition is to create a diverse and inclusive workplace that reflects the