Complaints Specialist

Openwork Ltd; Swindon; Hybrid; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Salary range

Bonus scheme

Pension match

Critical illness

Death in service

Holiday entitlement

Private medical & dental

Job summary

Openwork Ltd in Swindon is seeking a dedicated complaints specialist to professionally resolve customer complaints across Pension, Investment and Mortgage products, in line with FCA rules and Treating Customers Fairly.

This hybrid role requires liaising with Adviser Investigation Team and Data Protection Officer, meeting FCA/FOS timeframes, and delivering clear root-cause feedback while staying compliant.

Qualifications

• Experience working in complaints within Financial Services is essential.
• Strong product knowledge across pensions, investment and mortgage products is advantageous.
• Excellent communicator with relationship-building abilities.

Responsibilities

• Be an expert in resolving complaints across pensions, investment and mortgage products, propositions, and providers.
• Work with Adviser Investigation Team, Data Protection Officer and Legal where appropriate.
• Meet FCA/FOS timeframes while investigating client complaints fairly and unbiasedly.
• Provide root cause feedback to the business and escalate sensitive issues appropriately.
• Ensure the Team’s processes, procedures and colleagues remain compliant.

Skills

Complaint handling

Financial services knowledge

Communication skills

Education

Level 4 Diploma in Financial Planning (or working towards it)

Job description

To professionally resolve customer complaints across Pension, Investment & Mortgage products in accordance with FCA rules and the Treating Client’s fairly principles. To provide technical services, expertise, process enhancements, redress solutions and root cause analysis to the wider Openwork organisation.

Please note, this is a hybrid role based in Swindon 3 days per week.

The benefits:

• Salary - £40,000 - £45,000 depending on experience
• Bonus scheme - on target bonus - 10%
• Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
• Critical illness cover
• Death in service - 4x salary
• 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
• A range of other flexible benefits to include private medical insurance, dental insurance and much more.

Key Accountabilities:

• Be an expert in resolving complaints across all pensions, investment and mortgage products, propositions, and providers.
• Work closely with the Adviser Investigation Team & Data Protection Officer and Legal where appropriate.
• Achieve FCA/FOS timeframes, whilst investigating client complaints in a fair and unbiased way.
• Use knowledge and experience to provide root cause feedback to the business. Escalating sensitive issues to the appropriate level within the organisation.
• Ensure the Team’s processes, procedures and colleagues remain compliant.

What will you need to succeed?

• Experience working in complaints within Financial Services is key.
• Strong product knowledge across pensions, investment & mortgage products is advantageous.
• Excellent communicator and the ability to listen and build relationships effectively.
• Good market, risk and business awareness.
• Level 4 Diploma in Financial Planning (or at least working towards it) is a huge bonus but not essential for this role.

Why us?

We're a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential.

We’re also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague’s individual differences and identities – just like our financial advice, for us, it’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.