Client Experience Partner

Mattioli Woods plc; Leicester; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Hybrid working

25 days’ holiday

Pension 5% employee/5% employer

Life assurance 4x salary

Health cash plan

Training and development opportunities

Collaborative team environment

Job summary

Mattioli Woods plc is seeking a Client Experience Partner to lead complex complaints and provide FCA DISP guidance. You’ll act as a technical expert, mentor colleagues, and help embed a client-first culture across the business.

You’ll work in a collaborative, regulatory-focused environment, balancing technical expertise with a genuine client care mindset. Hybrid working is offered, with strong development opportunities within the team.

Qualifications

• Proven experience managing complex complaints in a financial services regulatory environment.
• Strong working knowledge of FCA complaint resolution rules and DISP obligations.
• Ability to interpret, analyse and act on complaint data and MI.

Responsibilities

• Own complex, high-value and sensitive complaints end-to-end, ensuring every client feels heard, supported and fairly treated.
• Contribute to root cause and trend analysis, working with operational teams to fix problems at the source - fewer complaints tomorrow because of the work you do today.
• Provide clear, confident guidance on FCA DISP requirements and complex complaint resolution across the Group.
• Act as the technical expert colleagues turn to when cases get difficult.
• Serve as escalation point for CE colleagues, sharing knowledge and building confidence on complex cases.
• Support and mentor junior team members in their development.
• Work alongside Team Directors, Compliance Oversight and senior leadership to embed a complaint-aware, client-first culture across Mattioli Woods

Skills

Complex complaints handling

FCA DISP knowledge

Data analysis

Clear communication

Mentoring juniors

Problem solving

Education

DipPFS (advantage)

Job description

At Mattioli Woods, we believe that resolving a complaint well isn’t just about compliance, it’s one of the most important things we can do for a client. We’re looking for someone who feels the same way.

As a Client Experience Partner, you’ll be the person colleagues turn to on complex cases, the expert who helps the business get to the root of problems before they become complaints, and the advocate who makes sure every client feels heard, supported, and fairly treated. It’s a role that sits right at the intersection of technical expertise and genuine care and if that combination appeals to you, we’d love to hear from you.

What you’ll be doing

• Own complex, high-value and sensitive complaints end-to-end, ensuring every client feels heard, supported and fairly treated

• Contribute to root cause and trend analysis, working with operational teams to fix problems at the source - fewer complaints tomorrow because of the work you do today

• Provide clear, confident guidance on FCA DISP requirements and complex complaint resolution across the Group

• Act as the technical expert colleagues turn to when cases get difficult

• Serve as escalation point for CE colleagues, sharing knowledge and building confidence on complex cases

• Support and mentor junior team members in their development

• Work alongside Team Directors, Compliance Oversight and senior leadership to embed a complaint-aware, client-first culture across Mattioli Woods

What we’re looking for

• Proven experience managing complex complaints in a financial services regulatory environment

• Strong working knowledge of FCA complaint resolution rules and DISP obligations

• Ability to interpret, analyse and act on complaint data and MI

• Confident communicator, both written and verbal, at all levels

• Experience mentoring or supporting junior team members

• Highly approachable with a solutions-first mindset

• Creative, logical and pragmatic when problems don’t follow the rulebook

• Organised and agile enough to handle a varied, demanding workload

• Relevant financial services qualification such as DipPFS would be an advantage

What’s in it for you

• Competitive salary, depending on experience

• 34.5-hour working week

• Hybrid working - a blend of home and office

• 25 days’ holiday plus statutory, increasing with service

• 5% employer / 5% employee pension

• 4x salary life assurance and group income protection

• Health cash plan (Core Level 1)

• Training and development opportunities

• A supportive, collaborative team environment

About Mattioli Woods

With decades of experience across financial services and employee benefits, Mattioli Woods is built on a simple belief: that intelligent, tailored advice, delivered by people who genuinely care, makes a lasting difference to our clients’ lives. If you want to work somewhere that takes both client outcomes and your own development seriously, you’ll feel at home with us.