Technical Complaints Analyst - 12 month Fixed Term Contract

Wealthtime; Bath; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Wealthtime, a renowned financial technology company, is seeking a Technical Complaints Analyst to enhance their complaints framework. The role focuses on quality assurance, regulatory compliance, and improving customer outcomes within a dynamic environment. Successful candidates will possess strong problem-solving skills and a keen attention to detail, contributing to an innovative team culture.

Benefits

Competitive salary

Hybrid working model

Yearly discretionary bonus

34 days of holiday per year

Wellbeing days

Comprehensive health coverage

Income protection scheme

Interest-free season ticket loans

Opportunities for internal progression

Recognition schemes

Qualifications

• Experience in an Investment Platform or Pension environment.
• Knowledge of FCA rules and Consumer Duty requirements.
• Ability to communicate complex financial matters clearly.

Responsibilities

• Oversee the embedding of Complaints QA function.
• Conduct and manage Root Cause Analysis.
• Improve complaints communications with customers.

Skills

Attention to detail

Complex problem-solving

Excellent writing skills

Influencing skills

Proactive approach

Data and MI Focused

Job description

About Us

At Wealthtime, we take pride in our role as a multi-award-winning financial technology company, known for our outstanding 5-star service platform. Our journey is guided by our shared values and behaviours: 'Seek Opportunity', 'Nurture Each Other' and 'Simply Get Going.'

With new ownership since 2021 and significant investments of over £17 million, Wealthtime is on an exciting path of growth. Our team, consisting of approximately 300 dedicated individuals, is at the heart of our journey, and we welcome you to join us as we continue to make our mark in the industry.

About The Role

The successful candidate will be responsible for helping the Complaints & Technical Manager maintain a sound and robust complaints framework appropriate to Wealthtime, and for helping the business identify changes that will improve customer outcomes.

You will be responsible for conducting and managing our Root Cause Analysis Framework to ensure we are committed to delivering good Customer Outcomes. The Technical Complaints Analyst will also be responsible for Quality Assurance on both ongoing and historic Complaints.

This role will be on an initial 12 month fixed term contract basis.

Key Responsibilities

• Oversee the embedding of our Complaints QA function, ensuring outcomes of complaints are delivered in line with our regulatory expectations.
• Work with the wider team to deliver a more thorough Root Cause Analysis assessment of complaints, feeding into relevant governance committees.
• Working with the wider complaints function to improve complaints communications with customers and our advisers.
• Oversee complex complaint handling including complaints interaction with FOS and for those clients who may hold Non-Standard Investments.
• Assisting with regulatory complaint returns.
• Supporting the training and awareness of complaints.
• Assisting in a variety of projects to improve service delivery and ensure regulatory compliance.
  
  

About You

Specialist Skills, Qualifications And Experience

• Experience of working for an Investment Platform or Pension provider, Investment products and funds transacted by Financial Advisers in a complaints function.
• Experience of resolving complex issues.
• Knowledge of relevant Financial Conduct Authority (FCA) rules.
• Good attention to detail.
• Strong knowledge of Consumer Duty requirements.
• Excellent writing skills, especially the ability to communicate potentially complex financial matters in a way that customers can understand, including non-advised and vulnerable customers.
• Good influencing and collaboration skills.
• Excellent drive, with ability to work unsupervised and under own initiative.
• Curiosity to understand a process or issue and be able to challenge others.
• A proactive and innovative approach to problem solving, applying logic to decision-making.
• Be a strong negotiator.
• Data and MI Focused approach.
  
  

Rewards & Benefits

Competitive Compensation: We offer a competitive salary that reflects your skills and contributions.

Hybrid Working: Enjoy the flexibility of a hybrid work model, balancing the comforts of home with the camaraderie of the office.

Yearly Discretionary Bonus: Look forward to a yearly discretionary bonus as a token of appreciation for your dedication.

Generous Holiday Package: You'll receive 34 days of holiday per calendar year, including bank holidays. Plus, we offer the option to purchase or sell up to 5 additional days per year, tailoring your time off to suit your needs.

Wellbeing at Heart: We understand the importance of your well-being, which is why we offer a Wellbeing day, allowing you to take a break when you need it most, whether it's for your birthday, moving house, or simply pampering yourself.

Professional Growth: We're committed to your professional development and will support and encourage your career advancement.

Comprehensive Health: You and your family's health is a priority for us. We provide a Private Medical scheme that can be extended to full family coverage, an Income protection scheme, and a Life assurance scheme.

Financial Security: Prepare for your future with our Group contributory pension scheme.

Travel with Ease: We offer interest-free season ticket loans to help with travel costs.

Giving Back: You can participate in our Wealthtime Foundation Day to support charitable activities.

Opportunities for Growth: We actively promote internal progression, so your journey with us can take you from agent to team leader and beyond.

Recognition Matters: Our excellent in the moment recognition scheme ensures your hard work is acknowledged and celebrated.

Wealthtime is an equal opportunities employer that places high value on a diverse and inclusive workplace. We recognise that people work in different ways, appreciate alternative viewpoints, celebrate individuality, and cultivate a culture where everyone can be their authentic selves at work. We are deeply committed to fostering a diverse workforce and welcome applications from individuals of all backgrounds, beliefs, cultures, gender identities, ethnicities, sexual orientations, abilities, and long-term health conditions.