Hybrid Client Experience Advocate (Financial Services)

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

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.