Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Investigate and resolve complaints fairly while ensuring customer satisfaction.
- Company: Join Quilter plc, a leading wealth management business with a focus on innovation.
- Benefits: Enjoy 26 days holiday, a pension scheme, and flexible benefits tailored to you.
- Why this job: Make a real impact on customer outcomes in a dynamic and supportive environment.
- Qualifications: Experience in financial services and a Level 4 diploma in Financial Planning/Advice required.
- Other info: Fully remote role with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Fixed Term Contract Duration - 9 Months
About The Business
Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation. Quilter oversees £134.8 billion in customer investments (as of September). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.
Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business. High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning - offering a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.
At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve, including our colleagues. Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us.
About The Role
- Level: 3
- Location: Fully remote
- Contract: Fixed Term Contract/Secondment
- Contract duration: 9 months
To investigate and resolve all regulated complaints in a fair and impartial manner. You should already have good understanding of the regulatory timescales and deadlines associated with complaint resolution. You will be required to take case ownership and conduct a comprehensive investigation into all available information and documentation. Duties extend to dealing with all cases that are referred to the Financial Ombudsman Service. Ultimately focused on resolving complaints fairly and ensuring that 'good customer outcomes' are realised both now and in the future.
- To investigate all expressions of dissatisfaction within a timely manner.
- To liaise with all stakeholders, including Insurers, Legal entities and Regulators.
- To correspond directly with the Financial Ombudsman Service and in particular: Adjudicators and Ombudsmen.
- To ensure that we adhere to all the requirements of DISP Resolution (ref: FCA Handbook).
- This role will directly impact good customer outcomes by ensuring foreseeable harm is lessened by robust investigations and always ensuring consumer protection.
- Whilst this isn’t a directly customer facing role, the duties you will perform will contribute to the overall positive outcomes for our customers by ensuring our customers understand the products and services delivered by our advisers are aligned to good value and price.
About You
- Previous experience as a Complaints Investigator desirable.
- You would have worked within a Financial Services environment.
- You will have experience in dealing with regulatory complaints within a Financial Services environment.
- A broad knowledge and understanding of Financial Services regulation.
- A good understanding of the regulator's approach to complaints.
- A commitment to TCF and a good understanding of DISP Resolution (ref: FCA Handbook).
- Candidates must have their Level 4 diploma in Financial Planning/Advice.
Inclusion & Diversity
We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.
Values
- Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
- Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
- Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
- Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.
Core Benefits
- Holiday: 182 hours (26 days)
- Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.
- Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.
- Healthcare Cash Plan: Jersey employees only.
- Benefit Allowance: A cash benefit allowance is payable in lieu of some of our core benefits.
In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other
Industries: Technology, Information and Internet
Complaints Investigator in London employer: Jobs via eFinancialCareers
Contact Detail:
Jobs via eFinancialCareers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Investigator in London
✨Tip Number 1
Network like a pro! Reach out to people in the financial services sector, especially those who work at Quilter. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of complaints handling and financial regulations. We want to see you shine, so practice answering common questions and think about how your experience aligns with Quilter's values.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, be ready to discuss specific cases where you resolved complaints effectively. This will demonstrate your ability to handle the role of a Complaints Investigator.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Quilter team.
We think you need these skills to ace Complaints Investigator in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Investigator role. Highlight your experience in financial services and any relevant regulatory knowledge. We want to see how your skills align with our mission at Quilter!
Showcase Your Investigation Skills: In your application, emphasise your ability to conduct thorough investigations and resolve complaints fairly. Share examples of how you've handled similar situations in the past. This will help us see your problem-solving skills in action!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to understand your qualifications and experiences.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Quilter!
How to prepare for a job interview at Jobs via eFinancialCareers
✨Know Your Regulations
Make sure you brush up on the relevant financial regulations and complaint handling procedures, especially DISP Resolution. Being able to discuss these confidently will show that you understand the framework within which Quilter operates.
✨Demonstrate Case Ownership
Prepare examples from your past experience where you took ownership of a complaint or issue. Highlight how you conducted thorough investigations and resolved matters fairly, as this aligns with the role's focus on good customer outcomes.
✨Engage with Stakeholders
Think about how you would liaise with various stakeholders, including insurers and regulators. Be ready to discuss your communication strategies and how you ensure all parties are kept informed during the investigation process.
✨Show Your Curiosity
Quilter values curiosity and innovation. Be prepared to share how you've sought new ideas or improved processes in your previous roles. This will demonstrate that you're not just looking to fit in but also to contribute positively to the team's growth.