Level: 3
Location: Fully remote
Contract: Fixed Term Contract/Secondment
Contract duration: 9 months
To investigate and resolve all regulated complaints in a fair and impartial manner. You should already have good understanding of the regulatory timescales and deadlines associated with complaint resolution. You will be required to take case ownership and conduct a comprehensive investigation into all available information and documentation. Duties extend to dealing with all cases that are referred to the Financial Ombudsman Service. Ultimately focused on resolving complaints fairly and ensuring that ‘good customer outcomes’ are realised both now and in the future.
To investigate all expressions of dissatisfaction within a timely manner.
To liaise with all stakeholders, including Insurers, Legal entities and Regulators.
To correspond directly with the Financial Ombudsman Service and in particular: Adjudicators and Ombudsmen.
To ensure that we adhere to all the requirements of DISP Resolution (ref: FCA Handbook).
Consumer Duty .
This role will directly impact good customer outcomes by ensuring foreseeable harm is lessened by robust investigations and always ensuring consumer protection.
Whilst this isn’t a directly customer facing role, the duties you will perform will contribute to the overall positive outcomes for our customers by ensuring our customers understand the products and services delivered by our advisers are aligned to good value and price.
Previous experience as a Complaints Investigator desirable.
You would have worked within a Financial Services environment.
You will have experience in dealing with regulatory complaints within a Financial Services environment.
A broad knowledge and understanding of Financial Services regulation.
A good understanding of the regulator’s approach to complaints.
A commitment to TCF and a good understanding of DISP Resolution (ref: FCA Handbook).
Candidates must have their Level 4 diploma in Financial Planning/Advice.
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Inclusion & Diversity
We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.
Values
Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.
Core Benefits
Holiday: 182 hours (26 days)
Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.
Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.
Healthcare Cash Plan: Jersey employees only.
Benefit Allowance: A cash benefit allowance is payable in lieu of some of our core benefits.
In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.