Hybrid Complaints Specialist - Financial Services

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

Benefits offered by this job

Salary £40,000-£45,000

On-target bonus 10%

Pension match 5% + 5% extra

Critical illness cover

Death in service 4x salary

27 days holiday + bank holidays (+ up

Private medical and dental insurance

Job summary

Openwork Limited is hiring a complaints analyst in Swindon to professionally resolve pension, investment and mortgage complaints while ensuring FCA rules and Treating Customers Fairly principles. The hybrid role requires three days on-site in Swindon and offers a structured bonus and benefits package.

You will work with the Adviser Investigation Team, Data Protection Officer and Legal to ensure timely, fair resolutions and drive root-cause feedback across the business.

Qualifications

• Experience handling complaints in Financial Services.
• Strong knowledge across pensions, investments and mortgages.
• Excellent communication and relationship-building abilities.
• Level 4 Diploma in Financial Planning is a bonus.

Responsibilities

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

Skills

Complaints handling

Financial services knowledge

Communication skills

Relationship building

FCA compliance awareness

Education

Level 4 Diploma in Financial Planning

Job description

Openwork Limited is hiring a complaints analyst in Swindon to professionally resolve pension, investment and mortgage complaints while ensuring FCA rules and Treating Customers Fairly principles. The hybrid role requires three days on-site in Swindon and offers a structured bonus and benefits package.

You will work with the Adviser Investigation Team, Data Protection Officer and Legal to ensure timely, fair resolutions and drive root-cause feedback across the business.