Complaints Specialist

A dynamic and fast-growing financial planning firm is looking for a Complaints Specialist who’s not afraid to dig deep, listen actively, and bring clarity to complexity. If you’re passionate about fairness, regulatory standards, and making things right—you’ll thrive here.This is more than case-handling. It’s about protecting trust, improving processes, and being the calm in the storm.Key Responsibilities:Manage the full lifecycle of complaints, from acknowledgement to resolution, including redress calculations and FOS escalationsHandle multiple complaints simultaneously, ensuring all are resolved within regulatory timeframesAct as the main point of contact for all FOS communicationsLiaise with third-party providers for defined benefit (DB) redress calculationsServe as the primary liaison for Professional Indemnity insurer queriesInvestigate root causes of complaints, identify trends, escalate issues, and propose corrective actionsCollaborate across departments and all levels to share complaint insights and updatesProduce data and management information (MI) reports for committees and regulatory submissionsMaintain up-to-date expertise on complaint handling regulations, acting as the internal subject matter expertWhat You Bring:Holds a Level 4 qualification in Financial Planning (Dip PFS or equivalent)Possesses a minimum of three years’ experience managing complaints within a wealth management or financial planning environmentDemonstrated expertise in reviewing and assessing pension advice-related complaintsStrong knowledge of FCA DISP complaint handling regulationsSolid understanding of complex pension adviceExperienced in end-to-end complaints handling, including FOS, root cause analysis, PI insurers, and MI reporting