Complaint Handler

What the Hiring Manager Says

A fantastic opportunity to join an experienced and knowledgeable complaints team, providing a dedicated service to both our adviser/firms and end customers alike. Following a formal complaints procedure with guidelines and timescales regulated by the Financial Conduct Authority. Our aim is to ensure that all complaints are managed in confidence, fairly, consistently, and wherever possible resolved to the customers satisfaction at the very earliest opportunity.

Our decisions are completely impartial and are only reached after a full investigation of all available information and documentation. We seek to fully address the customers concerns and to provide them and/or their representative with a comprehensive ‘jargon-free’ written response.

In our efforts to improve the service we provide; we take all complaints seriously and welcome all customer feedback. We continually monitor and learn from complaints, striving to ensure that our customers only experience the very best outcomes.
- Team Manager

About the Role

Level: 3

Department: Complaints

Location: Quilter House, Southampton

Contract type: Permanent

Contract details: Monday until Friday - 9am until 5pm, hybrid working 3 days in the office

As a Complaint Handler you will be required to investigate all expressions of dissatisfaction within a timely manner, adhering to both internal SLAs and regulatory timescales.

The role will involve liaising with all stakeholders, Legal entities and Regulators. You may have to correspond directly with the Financial Ombudsman Service and in particular: Adjudicators and Ombudsmen.

You will need excellent organisational skills and the ability to manage a variety of tasks and responsibilities as you will be dealing with multiple cases at a time. You will also need to ensure that you fully adhere to all the requirements of DISP Resolution (ref: FCA Handbook).

As a Complaint Handler you will need to have confident communication skills and the ability to compile a written account of an investigation which should be grammatically correct and free from any industry jargon.

The role will require you to be able to handle pressure, remaining focused and calm, particularly when dealing with our advisers and our end-customer. Furthermore, you will need the ability to demonstrate flexibility, prioritise workloads and work on your own initiative.

About You

Applications from people with diverse backgrounds enables our inclusive organisation to thrive. If you feel you do not match our job description exactly, why not take a chance on yourself and apply? You could be exactly what this role needs.

To succeed in this post, you will need to be highly organised, proactive, and assertive. You should have the ability to manage and prioritise your workload independently and take ownership and responsibility of it.

The nature of the industry and role is one that is fast paced and dynamic. Therefore, we are looking for an individual with the ability to meet tight deadlines, the ability to multi-task and adapt to change quickly. You will also possess excellent written skills and high attention to detail.

You will ideally have experience as a Complaints Investigator working within a Financial Services environment. Having or working towards the Level 4 Diploma would be desirable but not essential.

Strong IT skills and proficiency in using Microsoft packages.
- Our purpose is to help the generations today and tomorrow to prosper. That means we must guide people through the complexity of planning for their future, with the right financial advice and investment solutions, so that they can have more secure financial futures._
- In this ever-changing world, we see that our role in society has never been more meaningful, and we are committed to using our expertise and care to guide our customers through these challenging and unprecedented times._
- Our impressive talents and capabilities set us apart, but our unwavering commitment to our customers is what defines us. We truly believe that we have all the ingredients to be the very best in our industry, and we want great people with the care and creativity that we need, to help us get there._
- We are passionate about building an inclusive culture where everyone’s contribution is valued, and our people can thrive. No matter what your role is or where you sit, your voice will matter. We hope you like what you hear and are interested in learning more about joining us._

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Core Benefits

Holiday: 26 days

Quilter Incentive Scheme: All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it

Pension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributions

Private Medical Insurance: Single cover as standard, cover can be increased at your own cost

Life Assurance: 4x your salary, cover can be increased at your own cost

Income Protection: