FCA Complaints Specialist — Customer Relations

Aj Bell; Greater Manchester; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Starting salary and benefits

Pension with matched contributions

Discretionary bonus scheme

Share schemes

Health Cash Plan

Discounted private healthcare

Free onsite gym

Enhanced family leave

Travel and bike loan

Employee Assistance Programme

Job summary

AJ Bell is recruiting a Customer Relations Coordinator to join our customer services team. You will ensure fair handling of complaints in line with FCA rules and internal procedures, issuing timely responses and maintaining accurate records.

The role requires experience in financial services administration, excellent letter writing and strong interpersonal skills, with a hybrid working model and a competitive benefits package.

Qualifications

• Experience in complaints handling within financial services.
• Strong customer focus with drive for right outcomes for customers.
• Excellent letter writing and communication skills.
• Knowledge of FCA requirements for complaints handling.

Responsibilities

• Handling all complaints accurately, subject to FCA Dispute Resolution: Complaints Sourcebook requirements.
• Ensuring complaints are acknowledged promptly in line with FCA requirements and internal procedures and SLAs.
• Undertaking investigative work to produce a formal response to each complaint.
• Issuing final response letters in relation to each complaint within internal and FCA timeframes.
• Maintaining full, detailed records of complaint investigations and sign-offs on responses and any compensation.
• Following up on payment arrangements for compensation or ex gratia payments.
• Maintaining information on the Complaints Management System.
• Liaising with other departments regarding feedback and improvements from complaints.
• Assisting the Customer Relations Manager in other areas as required.

Skills

Customer service

Financial services administration

Letter writing

Interpersonal skills

Attention to detail

FCA knowledge

Pension/ISAs knowledge

Dealing background beneficial

Job description

AJ Bell is recruiting a Customer Relations Coordinator to join our customer services team. You will ensure fair handling of complaints in line with FCA rules and internal procedures, issuing timely responses and maintaining accurate records.

The role requires experience in financial services administration, excellent letter writing and strong interpersonal skills, with a hybrid working model and a competitive benefits package.