Quality Lead (Complaints Handling) in Basildon

Job Description

Quality Lead (Complaints Handling)

Locations : Basildon, Essex | Hybrid

Get To Know Us:

We are seeking a skilled and diligent individual to join our high performing, client-focused, operations team. This role is ideal for a detail-oriented lead with strong analytical, investigative, and regulatory knowledge, who thrives in a purpose-led environment. This is a Quality role which focuses on complaint and incident investigation and root cause analysis.

This is both a strategic and hands-on role for a high-calibre professional who can operate with autonomy, accuracy, and influence. You will play a critical part in improving customer outcomes, adherence to FCA rules, Consumer Duty, and other regulatory expectations.

SS&C is leading the way. We continue to look for todays and tomorrow’s brightest talent, those that embody a spirit to improve not only their lives, but those around them. From college students to seasoned and experienced professionals, we encourage you to apply. SS&C prides itself on hiring diverse, honest, dynamic individuals, who value collaboration, accountability, and innovation to name a few.

Why You Will Love It Here!

• Flexibility : Hybrid Work Model
• Your Future: Professional Development Reimbursement including access to SS&C University
• Work/Life Balance: Competitive holiday scheme
• Your Wellbeing: Competitive benefits designed to support the wellbeing of our staff
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customised throughout your career

What You Will Get To Do:

• Complaint Oversight
  • Operate within, and maintain the team’s adherence to the complaints handling framework, ensuring fair, timely, and compliant outcomes in line with FCA DISP rules and Consumer Duty.
  • Lead and operate within the team Complaints function. Perform and oversee complaint investigations, ensuring consistency, customer empathy, and robust decision-making.

• Regulatory Breach & Incident Oversight
  • Lead and operate within the team Incident function. Ensure timely identification, assessment, documentation, and resolution of all reportable and non-reportable breaches.
  • Oversee a central breaches and incidents log, ensuring clear ownership, root cause analysis, and closure tracking.

• Quality Assurance
  • Design and maintain a robust QA framework across key customer touchpoints to assess service quality, process adherence, and regulatory compliance.
  • Monitor QA outcomes and performance metrics to drive behavioral change and improve customer experiences.
  • Work with operational leaders to ensure QA insights are embedded into training and coaching practices.

• Continuous Improvement
  • Lead structured root cause analysis processes across complaints, incidents and QA, identifying systemic failures or emerging risks.
  • Translate findings into meaningful, data-driven actions that prevent recurrence and enhance overall business performance.
  • Develop and champion a culture of continuous improvement with accountability for resolution and process enhancement.
  • Support audit, compliance monitoring, regulatory reviews and risk management functions with breach-related data and trend analysis.

What You Will Bring:

• Previous experience as a lead within financial services, with working knowledge of FCA DISP, CASS, Consumer Duty, and other regulatory rules. Desirable to have qualifications to support.
• Excellent communication skills, with the ability to understand and present complex matters clearly and concisely
• Customer focused, displaying empathy and integrity in dealing with sensitive or vulnerable customer cases.

• High attention to detail and strong critical thinking skills, with a curiosity to get things right. Hands-on experience conducting root cause analysis and delivering continuous improvement initiatives.

• Strong stakeholder engagement skills and an ownership driven, solutions-focused approach.

• Skilled in creating MI and insights that drive change and inform senior decision-makers.

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It\’s important to us that we strive to have a workforce that is diverse in the widest sense.