Back to jobs

Complaints Handler

Job description

A fantastic opportunity to join one of the UK's leading Wealth Management firms, looking for those of you who wish to grow with us as a business and support our strong growth plans, with hybrid working. This is a full-time permanent opportunity and in return, you will receive a competitive salary and range of benefits.

Complaints Handle day to day responsibilities include:

  • Involvement in investigations in order to determine whether breaches in the firm's processes have created any client detriment
  • Analysis of customer feedback process, ensuring that sufficient intelligence is gathered to demonstrate achievement of positive consumer experience
  • Review of customer focused regulatory industry update summaries to ensure our approach to breach/complaint rectification is in line with expectations
  • Escalate to senior management and Operations where issues with our products and services are identified, when investigating breaches and complaints

As part of the role, you will also:

  • Carry out investigations of client complaints, following the firm's standard complaints procedure and formulating client final responses,
  • Through breach and complaint MI, perform a firm-wide analysis of identified root-causes, and work closely with Operations/Change Management to ensure that issues are satisfactorily rectified
  • Analysis of all MI connected to client outcomes and periodic reporting of this analysis to Risk to support Consumer Duty deliverables
  • Efficient and comprehensive analysis of company financial promotional material as part of the Firm's regulatory sign-off process, ensuring that all relevant literature is appropriate for the client audience

You have the following attributes:

  • Experience in an IFA environment, demonstrating quality communications of constructive feedback
  • Working towards the Diploma in Financial Planning as a preferable qualification requirement
  • Willingness to take further qualifications, as relevant to your role
  • Demonstration of knowledge and experience in personal financial planning
  • A high standard of written and numerical skills
  • An ability to demonstrate strong report-writing skills

Benefits and Perks

  • Flexible working & holidays - Enjoy flexible working and competitive holiday allowance, with annual buy & sell scheme options and your birthday off. Plus, additional holiday days for long service
  • Social perks - To recognise and celebrate employees' great work we are all invited to our annual Christmas and Summer parties
  • Pension - We offer a contributory pension scheme with Royal London as well as death-in-service benefit.
  • Bonus scheme - All employees are offered a competitive salary and a discretionary annual bonus, following completion of a year's service
  • Health and well-being - The MediCash app puts your health in the palm of your hands. Claim cashback on a wide selection of health and well-being initiatives, including discounted health club memberships and free health-care benefits
  • Professional development - We are committed to helping you reach your potential by offering tailored learning and development programmes to pursue your career goals
  • Shopping discounts - Our employees can choose from many retailers to get discounts or cashback on everyday purchases from our favourite high street clothing stores to our go-to supermarkets, as well as access to free online training courses

Visit the IDEX Consulting Ltd website for further opportunities. Please note that the information supplied may be retained for up to 10 years for use in connection with future vacancies. For full information on how we use your data, please visit the IDEX Consulting website and view our Privacy Policy.

Our Diversity, Equity and Inclusion Mission

At IDEX, we strive for an inclusion-first company culture where everyone is treated fairly and can bring their authentic selves to work. We recognise and acknowledge that diverse representation at every level of our business requires continuous and measurable effort. We are committed to driving conscious inclusion across our business and creating equitable pathways.