Complaints Consultant

Complaints Consultant

An opportunity to develop a career with one of the most respected investment and wealth clients in the UK, for an experienced complaints adviser.

What you’ll be doing:

• You’ll act as quality gatekeeper, protecting the brand, by carrying out quality checks on complaint investigations.
• Act as a point of contact for other team members to discuss complex technical and sensitive cases.
• Deliver training for Client Liaison staff, meeting needs identified by managers.
• Occasionally take a lead on or oversee the investigation of sensitive and high profile complaints, ensuring these are handled sensitively and promptly.

Who we’re looking for:

• CII Level 4 Diploma in Financial Planning (or equivalent experience).
• Strong technical knowledge of advice in at least two of the following product areas: life, pensions, investments, mortgages and trusts/IHT planning.
• Several years’ experience of regulated complaint handling within the financial services industry.
• Significant experience of dealing with complex complaint investigations e.g. pension transfers, IHT planning.
• Experience of acting in a Quality Control role preferred.
• Excellent communication skills, both verbal and written, and the ability to make appropriate, equitable and pragmatic decisions while clearly documenting reasoning and action required.
• Strong and well-defined problem-solving skills, with the ability to determine appropriate resolution for complaints, balancing the needs of clients, (financial advisers) and commercial considerations.
• Ability to utilise judgement when applying technical knowledge and present this clearly and concisely.
• Proactive identification and escalation of sensitive issues, to ensure senior-level awareness at an early stage.
• Ability to build strong and trusting relationships with others, both internally and externally, through mutual respect.
• PC Literate - including Excel, Word, Outlook