Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead complaint investigations and ensure compliance with regulatory standards.
- Company: Join a leading financial services and healthcare tech company with a global presence.
- Benefits: Enjoy a hybrid work model, competitive holidays, and professional development opportunities.
- Why this job: Make a real impact on customer experiences and drive continuous improvement.
- Qualifications: Experience in financial services and strong analytical skills required.
- Other info: Diverse and inclusive workplace committed to employee wellbeing and growth.
The predicted salary is between 36000 - 60000 £ per year.
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.
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 behavioural 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.
Thank you for your interest in SS&C!
Quality Lead (Complaints Handling) in Basildon employer: SSC
Contact Detail:
SSC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Lead (Complaints Handling) in Basildon
✨Tip Number 1
Network like a pro! Reach out to current employees at SS&C on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for your application process. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by researching common questions related to complaints handling and quality assurance. Think of examples from your past experience that showcase your skills in these areas. We want to see how you can bring value to our team!
✨Tip Number 3
Showcase your analytical skills during the interview. Be ready to discuss how you've tackled complex problems in the past, especially in a regulatory context. We love candidates who can think critically and drive continuous improvement!
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email expressing your appreciation for the opportunity can leave a lasting impression. It shows your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace Quality Lead (Complaints Handling) in Basildon
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in complaints handling and regulatory knowledge. We want to see how your skills align with the Quality Lead role, so don’t hold back!
Showcase Your Analytical Skills: Since this role involves a lot of investigation and root cause analysis, be sure to include examples of how you've successfully tackled similar challenges in the past. We love seeing those critical thinking skills in action!
Emphasise Customer Focus: This position is all about improving customer outcomes, so share any experiences where you’ve demonstrated empathy and integrity while dealing with sensitive cases. We’re looking for that customer-centric mindset!
Apply Through Our Website: We encourage you to apply directly through our Careers page on the SS&C website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at SSC
✨Know Your Regulations
Familiarise yourself with FCA DISP, CASS, and Consumer Duty regulations. Being able to discuss these confidently will show that you understand the compliance landscape and can navigate it effectively.
✨Showcase Your Analytical Skills
Prepare examples of how you've conducted root cause analysis in previous roles. Be ready to explain your thought process and how your findings led to improvements, as this is crucial for the Quality Lead position.
✨Demonstrate Empathy
Since this role involves handling complaints, think of instances where you've dealt with sensitive customer issues. Highlight your ability to empathise and resolve conflicts, as this will resonate well with the interviewers.
✨Engage with Continuous Improvement
Be prepared to discuss how you've contributed to continuous improvement initiatives in past roles. Share specific examples of how your actions have led to better outcomes, as this aligns perfectly with the company's focus on enhancing customer experiences.
