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For Companies At a Glance
- Tasks: Investigate and resolve client complaints while ensuring regulatory compliance.
- Company: Established UK wealth management firm with a focus on client outcomes.
- Benefits: Competitive salary based on skills, plus opportunities for professional growth.
- Other info: Join a dynamic team with a commitment to continuous improvement.
- Why this job: Make a real difference in client satisfaction and improve business processes.
- Qualifications: Experience in complaints handling within regulated financial services is essential.
The predicted salary is between 35000 - 45000 £ per year.
We are working with a well-established UK wealth management business to recruit a Complaints Analyst to join their Risk & Compliance function. This role sits within the second line of defence and plays a key part in ensuring fair client outcomes, regulatory compliance, and continuous improvement of complaints handling across the business.
The Role
Reporting to the Complaints Manager, you will take ownership of the investigation and resolution of client complaints, ensuring regulatory requirements are met and appropriate outcomes are delivered. You will work closely with stakeholders across the business and act as a key contact for clients, advisers, third parties, and the Financial Ombudsman Service.
Key responsibilities include:
- Managing the end-to-end handling, investigation, and resolution of client complaints
- Ensuring complaints are logged, acknowledged, and responded to within regulatory timeframes
- Preparing clear, professional client correspondence, including final response letters
- Liaising with internal stakeholders, advisers, third parties, and relevant ombudsman services
- Conducting root cause analysis and producing management information (MI) and reports
- Supporting regulatory reporting and committee packs
- Contributing to improvements in complaints processes, policies, and controls
- Helping deliver training and feedback to the wider business to prevent future complaints
- Maintaining robust records and documentation in line with regulatory expectations
About You
You will bring strong complaints-handling experience from a regulated financial services environment, ideally within wealth management, investment management, or financial planning.
Key skills and experience:
- Solid knowledge of FCA DISP rules and the Financial Ombudsman Service process
- Understanding of investment management and/or financial planning products and regulation
- Experience working to strict deadlines and managing a high volume of cases
- Excellent written and verbal communication skills
- Strong stakeholder management skills, with the confidence to remain independent
- Ability to analyse data, identify trends, and present clear MI
- Calm, professional, and client-focused approach
- Proactive, adaptable, and detail-oriented
Complaints Analyst in England employer: Bruin
Contact Detail:
Bruin Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Analyst in England
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working in wealth management or compliance. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling and regulatory compliance. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to improve processes or resolve complaints in the past. This will demonstrate your value to potential employers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints Analyst in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Complaints Analyst role. Highlight your experience in complaints handling and any relevant regulatory knowledge. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. Keep it professional but let your personality come through.
Showcase Your Communication Skills: Since this role involves a lot of correspondence, make sure your written application reflects your excellent communication skills. Use clear, concise language and check for any typos or errors before hitting send!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Bruin
✨Know Your Regulations
Familiarise yourself with the FCA DISP rules and the Financial Ombudsman Service process. Being able to discuss these regulations confidently will show that you understand the framework within which you'll be working.
✨Prepare for Scenario Questions
Think of specific examples from your past experience where you've successfully handled complaints. Be ready to explain your thought process, the actions you took, and the outcomes achieved. This will demonstrate your problem-solving skills and ability to manage client expectations.
✨Showcase Your Communication Skills
Since you'll be preparing client correspondence and liaising with various stakeholders, practice articulating your thoughts clearly and professionally. Consider doing mock interviews with a friend to refine your verbal communication.
✨Highlight Your Analytical Skills
Be prepared to discuss how you've conducted root cause analysis in previous roles. Share examples of how you've identified trends and used data to improve processes. This will illustrate your proactive approach to continuous improvement in complaints handling.