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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: Fully remote role with a fixed-term contract and opportunities for professional growth.
- Why this job: Make a real difference in customer outcomes and enhance your financial services expertise.
- Qualifications: Experience in complaints investigation and a Level 4 diploma in Financial Planning/Advice required.
- Other info: Dynamic work environment with a commitment to customer-centric values.
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 £***** 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). Consumer Duty. 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.
Complaints Investigator in England employer: Quilter
Contact Detail:
Quilter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Investigator in England
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector and let them know you're on the hunt for a Complaints Investigator role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your knowledge of regulatory complaints and the FCA Handbook. We want you to be able to showcase your expertise and demonstrate how you can contribute to good customer outcomes at Quilter.
✨Tip Number 3
Don’t forget to tailor your approach! When you get the chance to speak with hiring managers, highlight your previous experience in financial services and your commitment to treating customers fairly. Show them you’re the perfect fit for their team!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining Quilter and being part of our mission to create brighter financial futures.
We think you need these skills to ace Complaints Investigator in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Complaints Investigator role. Highlight your experience in financial services and any relevant regulatory knowledge. We want to see how your background aligns with our mission at Quilter!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about resolving complaints and how you can contribute to good customer outcomes. Let us know what makes you the perfect fit for our team.
Showcase Your Regulatory Knowledge: Since this role involves dealing with regulatory complaints, make sure to showcase your understanding of DISP Resolution and the FCA Handbook. We love candidates who are well-versed in compliance and can navigate the regulatory landscape with ease.
Apply Through Our Website: Don’t forget to apply 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 Quilter!
How to prepare for a job interview at Quilter
✨Know Your Regulations
Make sure you brush up on the relevant regulations and guidelines, especially those related to complaint resolution like DISP Resolution from the FCA Handbook. 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 case or complaint. Highlight how you conducted thorough investigations and resolved issues fairly. This will illustrate your ability to manage complaints effectively, which is crucial for this role.
✨Understand Customer Outcomes
Familiarise yourself with the concept of 'good customer outcomes' and how your role as a Complaints Investigator contributes to this. Be ready to discuss how you can ensure that customers feel valued and understood, even when dealing with complaints.
✨Engage with Stakeholders
Think about how you would liaise with various stakeholders, including insurers and regulators. Prepare to share your strategies for effective communication and collaboration, as this will be key in resolving complaints and ensuring compliance.
