Financial service Complaint Handlers – hybrid and remote

Bristol, Somerset
Reed

Reed Financial services are pleased to be working with a National and highly recognised Wealth Management firm who value long-term relationships and who are a home for people who care about their future – financially, environmentally, and socially. These core values have enabled us to become a leading FTSE 100 Wealth Management company.

We have opportunities for Complaints Handlers / Advisers to join their Client Liaison Division, where where you be responsible for handling complaints in a timely manner, investigating the background to our complaints, making effective decisions and recommendations to resolve the complaint fairly and promptly.

Location: Hybrid 2 days a week in office and 3 days remote – Office locations available for this role are Cirencester, Bristol, Solihull, Edinburgh, Glasgow, Leeds, Newcastle or Exeter however soem roels can be offered on a fully remote basis with occasional visit to a local office.

On offer : Permanent positions salary depends on experience, skills and industry qualifications – competitive salaries plus 25% bonus potential and benefits which include;

Non-Contributory Pension – 10% (increasing with length of service) with further pension matching.10X life cover, PHI, and critical illnessShare schemes that enable all employees to have a stake in SJPPrivate Medical and Dental Insurance28 days holiday entitlement plus bank holidays (with the option to buy an additional up to 5 days

Who we are looking for:

You will have a curious and empathetic approach to work, a passion for customer service and working with people. The ability to stay calm in a changing work environment and have a happy and supportive nature.

Responsibilities

Investigating the complaints and identify the root cause of the issue Review all evidence; including documentation, recollections of those involved and what would be deemed reasonable, based on what we know. Collaborating closely with key stakeholders including the Partnership, Field Management, Business Assurance, external Actuaries, Professional Indemnity stakeholder, Admin Centres and relevant internal specialists to ensure all necessary expertise is used in investigating and resolving the complaint. Producing clear and well-written decision letters, explaining the conclusions reached, communicating confidently, sensitively and in an informed manner. Recording complaint details and their progress on our ‘Respond’ database.

Experience required

Experience of regulated complaint handling within the financial services industry.

A good understanding of financial products, including life, pensions and investments – it would be advantageous f you have exposure to Trusts and Tax.

Time management skills – prioritising own workload, to ensure company and regulatory deadlines are met and responding to Important, ad-hoc requests.

Flexible approach to work and change adaptability.

CII Level 4 Diploma in Financial Planning or willingness to work towards.