Complaints Coordinator

3 days ago

Manchester, United Kingdom AJ Bell Full time

**Job Description**:
Key responsibilities:

- Ensuring complaints are acknowledged promptly in line with FCA requirements and internal procedures and SLA's.
- Undertaking investigative work in order to produce a formal response to each complaint.
- Issuing final response letters in relation to each complaint within internal and FCA timeframes ensuring they are detailed and clear.
- Ensuring that full, detailed records are maintained in relation to the complaint investigation and sign off on response and any compensation.
- Ensuring that payment arrangements in relation to any compensation or ex gratia payment are followed up and that payment is made.
- Maintaining the complaints register and reviewing entries of the FTR register.
- Producing monthly MI for senior management.
- Preparing documents for submission to the POS and FOS in relation to any complaints referred.
- Assisting the Customer Relations Manager in any other areas as required.

Competence, knowledge and skills:

- Previous experience in an informal and formal complaints based role.
- Significant experience of working in a financial services administration role.
- Exceptional customer focus and passion for achieving the right outcomes for our customers.
- Excellent letter writing skills.
- Exceptional inter personal skills in dealing with customers, advisers and internal departments.
- Meticulous attention to detail in ensuring records of all complaints are detailed and the audit trail is maintained at all times.
- Knowledge of FCA requirements for complaints handling.
- Strong knowledge of the financial services industry.
- Knowledge of pension administration, ISAs and dealing services is desirable but not essential.

**About us**:
AJ Bell is one of the UK’s largest and best-regarded investment platforms. Over 432,000 customers currently trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures. From our offices in Manchester, London and Bristol, we offer an award-winning range of solutions that caters for everyone, from professional financial advisers, to DIY investors with little to no experience.

There are opportunities for growth and professional development for members wanting to progress within their career including induction training and our study support scheme which is part of our benefits package.

At AJ Bell you can expect a friendly working environment with a strong sense of teamwork, we have a great sense of pride in what we do, and this is reflected in our guiding principles.

**What we offer**:

- Competitive starting salary
- Generous holiday allowance increasing up to 30 days with service, plus bank holidays
- Holiday buy/sell scheme
- Hybrid working policy
- Casual dress code
- Discretionary bonus
- Contributory pension scheme
- Buy as you earn share scheme
- Free shares scheme
- Paid study support for qualifications
- Enhanced maternity/paternity scheme from day one
- Bike loan
- Season ticket loan portal
- Discounted PMI and Dental
- On-site gym and personal trainer led classes
- Paid volunteering opportunities
- Free social events and more

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