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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: Hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Make a real difference in client experiences and improve complaint handling processes.
- Qualifications: Experience in complaints handling within regulated financial services is essential.
- Other info: Join a dynamic team dedicated to continuous improvement and client satisfaction.
The predicted salary is between 36000 - 60000 £ 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 London employer: Bruin
Contact Detail:
Bruin Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Analyst in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working in risk and compliance. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of FCA DISP rules and the Financial Ombudsman Service process. We want you to be able to discuss these confidently, showing you’re the right fit for the role.
✨Tip Number 3
Showcase your complaints-handling experience during interviews. Use specific examples to demonstrate how you've managed client complaints effectively and improved processes in your previous roles.
✨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 take that extra step to connect with us directly.
We think you need these skills to ace Complaints Analyst in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Complaints Analyst. Highlight your experience in complaints handling and any relevant regulatory knowledge, especially around FCA DISP rules. We want to see how your skills align with 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 complaints management and how you can contribute to our team. Keep it professional but let your personality come through – we love a bit of character!
Showcase Your Communication Skills: Since this role involves a lot of correspondence, make sure your written communication is top-notch. Use clear, concise language and check for any typos or errors. We appreciate attention to detail, so let that shine through in your application!
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 shows you’re keen on joining our team at StudySmarter!
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 operating.
✨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 and ensure you come across as calm and client-focused.
✨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 and attention to detail, which are crucial for this role.
