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Gillingham
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Complaints Specialist

Complaints Specialist

Broadgate Search Ltd

Posted 21 hours ago, valid for 25 days

Gillingham, Kent ME7 2NY

£24,000 - £28,800 per annum

Full Time

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Sonic Summary

The Complaints Specialist position is a hybrid role based in Rochester or available remotely in the United Kingdom.
This role requires at least 3 years of experience in a similar complaints position within wealth management or financial planning, particularly with pension advice.
The key responsibilities include managing the end-to-end complaint process, conducting root cause analysis, and preparing management information reports.
Candidates must have a DipFA Level 4 qualification, with AF7 being beneficial, and possess strong knowledge of FCA-regulated complaints DISP requirements.
Salary details were not specified in the job description.

Job Title: Complaints SpecialistLocation: Hybrid in Rochester or remote in united kingdomThis is a great opportunity to join a financial planning firm within the Compliance Department, reporting directly to the Compliance Director. In this role, you will investigate and resolve pension advice and service-related complaints with accuracy and efficiency, while managing all aspects of the organisation’s complaints policies, procedures, and processes.Key Responsibilities

Complaint Management: Handle end-to-end complaint processes from initial acknowledgment through resolution, including redress calculations and escalations to the Financial Ombudsman Service (FOS).
Root Cause Analysis: Conduct root cause analysis for complaints, escalating issues and providing actionable solutions to improve processes.
Professional Communication: Liaise with the FOS, Professional Indemnity insurers, and third-party outsourcers, coordinating as needed for Defined Benefit (DB) redress calculations.
Data and Reporting: Prepare data and management information (MI) reports for internal committees and regulatory reporting.

Skills Requirements

Qualifications: DipFA Level 4 required (AF7 beneficial).
Experience: At least 3 years in a similar complaints role in wealth management or financial planning, with pension advice expertise.
Complaint Handling Expertise: Experience with redress calculations, FOS escalations, root cause analysis, MI production, and regulatory reporting.
Regulatory Knowledge: Strong understanding of FCA-regulated complaints DISP requirements.

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