Complaints Resolution Officer

About the opportunity:

We are partnering with our client, a multi award winning financial advisor support group based in Horsforth, Leeds.

An opportunity has arisen for an experienced and diligent Complaints Resolution Officer to join their team, playing an integral role in addressing and resolving client complaints with precision and fairness.

(This is a fixed term opportunity, working on a project that is expected to last around 3 years).

The successful candidate will take ownership of an allocated caseload and delve into the investigation of complaints, meticulously adhering to FCA DISP and FOS guidelines to reach resolutions that uphold regulatory standards and client satisfaction. You will compile evidence for each case, accurately recording details within their systems.

The Complaints Resolution Officer will provide comprehensive support for complaints escalated to FOS, as well as oversee redress calculations and facilitate payments, collaborating seamlessly with third-party entities as required.

You will be the primary point of contact for clients, engaging in clear and professional communication via both telephone and written correspondence.

Effective time management is paramount in this role, as you will be responsible for ensuring all cases are resolved within an 8-week timeframe, while working towards service level agreements and adhering to regulatory principles.

Suitable candidates will have proven experience in a similar role within the financial services sector, preferably within an IFA/Network environment. A QCF Level 4 qualification or close to completion is essential, accompanied by a thorough understanding of FCA Dispute Resolution processes and FOS guidelines.

If you thrive in a challenging environment and are committed to ensuring fairness and compliance in complaint resolution, we encourage you to apply.

Requirements

The successful candidate will be able to demonstrate the following:

• Proven experience in a complaints resolution / file checking role within the financial services sector, ideally in an IFA/Network environment.
• QCF Level 4 qualified in Financial Planning or close to completion.
• Awareness of FCA Dispute Resolution processes and FOS guidelines.
• Knowledge of the different regulatory products.
• Natural investigative / enquiring approach.
• Exceptional communications skills, both written and verbal.
• Highly numerate and accurate.
• Ability to effectively manage own workload and meet targets and deadlines.
• Computer literate with proficiency across Microsoft Packages. 
• Team player with a great work ethic.
• Ability to build/maintain good working relationships with peers and other key stakeholders.

Benefits

In return we are offering:

• A salary of between £30,000 to £35,000 per annum, dependent on skills knowledge and experience.
• Hybrid working arrangement.
• Working hours of 35 hours per week, across Monday to Friday.
• 25 days holidays as standard, plus bank holidays plus half day holiday for your birthday.
• Access to flexible benefits and staff discounts platform, TenetFLEX.
• 5% employer pension contributions.  
• Company-funded Income Protection and Assurance cover.
• Enhanced maternity and paternity policies.
• Access to our free Employee Assistance Provider (EAP).

Interested? Then APPLY now for immediate consideration.

All our vacancies are handled by our internal recruitment team at Vero HR, therefore any unsolicited CV's and/or Agency Terms of Business will not be accepted. For any recruitment agency enquiries please email