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Legal Complaints Handler

4 months ago

London, UK, United Kingdom HAYS Full time

Legal Complaints Handler

Do you have experience dealing with client complaints in financial services? Do you enjoy engaging with clients?


We're looking for someone like this to:

• be the first point of contact for all incoming complaints across the Wealth Management Business supporting the business in resolving complaints at an early resolution stage

• conduct investigations and handle complaints, from beginning to end

• think strategically, helping make decisions that have real impact for our clients and business

• explain findings and conclusions with confidence, orally and in writing

• give clear and concise guidance to our business to seek to avoid and manage disputes

• support the Data Protection office in the handling of requests for information under data subject access regulations (GDPR)

• provide timely, succinct and accurate reporting to senior management and regulatory bodies


Your team :

You'll be working in the Wealth Management Client Complaint Handling Unit, which is part of the Business Risk Organisation team in London. We’re responsible for managing complaints made by clients and prospects, in accordance with the FCA's rules and our internal policies. So you will have the opportunity to use your analytical mind, and deal regularly with a variety of people on a wide range of issues. No two days will be the same.

Your expertise :

• worked in a similar position or conducted similar work before, either in private practice or at another financial institution, or perhaps at a regulatory body

• experience working with stakeholders, including senior management, on sensitive matters

• a strong client focus and commitment to delivering the highest level of client service

• a comprehensive understanding of The FCA DISP Rules

• legal knowledge is advantageous, perhaps, from either academic or professional experience or a legal qualification

• an understanding of regulatory regime which govern our dealings with our clients

• a very strong written and verbal communicator, with solid judgment

• an expert at building relationships, both internal and external

• known for hitting deadlines and comfortable working in a fast-paced and dynamic environment

• able to utilize analytic and investigative skills to reach prompt and fair conclusions