At a Glance
- Tasks: Manage and resolve client complaints, ensuring positive outcomes and enhancing client experience.
- Company: Join Succession Wealth, a leading financial planning organisation dedicated to client empowerment.
- Benefits: Competitive salary, annual leave, and a fantastic range of benefits.
- Other info: Opportunity for personal development and career growth within a supportive team.
- Why this job: Make a meaningful impact by supporting clients and improving processes in a collaborative environment.
- Qualifications: 3+ years in complaints handling, strong communication skills, and a proactive approach.
The predicted salary is between 40000 - 50000 € per year.
Field‑based aligned to your nearest local office - UK WIDE
About Succession Wealth
Succession Wealth, part of the Aviva Group, is one of the UK’s leading independent financial planning and wealth management organisations. We’re dedicated to empowering people to take control of their financial future. Through personalised advice, long‑term relationships and a commitment to exceptional client service, we help individuals, families and businesses build confidence in their financial wellbeing. Our people are at the heart of this mission - working collaboratively, acting with integrity, and always putting clients first.
The Role
Our Client Resolution Team plays a vital role in ensuring clients feel supported and valued. As a Complaints Case Manager, you will help shape fair and positive outcomes for clients. Your work will directly influence how we learn, evolve and continuously enhance the overall client experience. This is an opportunity to make a meaningful impact across the business, supporting both clients and colleagues with professionalism, empathy and expertise.
Key Responsibilities Include
- Manage, investigate and resolve regulated client complaints relating to Succession Group and its subsidiaries.
- Act as a first point of contact for complaint‑related matters, ensuring stakeholders feel informed and supported.
- Apply our complaints handling policy and procedures consistently and effectively.
- Prepare and coordinate redress calculations and obtain required approvals.
- Liaise with the Financial Ombudsman Service and report outcomes to senior colleagues.
- Produce clear and timely reports that outline case outcomes and highlight opportunities for improvement.
- Support the completion of MI and routine reporting to agreed standards and timescales.
- Identify themes and trends, contributing to enhancements in processes, policies and client experience.
- Maintain professional relationships with PI insurers and provide updates when necessary.
Collaboration & Professional Standards
- Build strong relationships with internal teams including advisers, paraplanners, administration, and Risk & Compliance colleagues.
- Share insights, best practice and ideas that foster a culture of continuous improvement.
- Maintain up‑to‑date knowledge of regulatory requirements, industry developments and internal policies.
- Champion our values and uphold the highest levels of professionalism.
What You’ll Bring
- Strong background in complaints handling within a regulated environment (typically 3+ years).
- Solid understanding of the UK regulatory framework and FCA DISP rules.
- Experience preparing redress calculations and working with advisory or financial planning firms is advantageous.
- Confident communication skills - clear, empathetic and effective with both written and verbal communication.
- Highly organised, proactive, and comfortable managing your workload independently.
- A commitment to continuous improvement, personal development and quality outcomes.
- Ability to build positive relationships across teams and work collaboratively.
What you can expect from us
A competitive salary, annual pay reviews and performance linked increases as well as a fantastic range of benefits including: 25 days Annual leave rapidly increasing with service, plus
Complaints Manager in London employer: Succession Wealth
At Succession Wealth, we pride ourselves on being an exceptional employer, offering a supportive and collaborative work culture that empowers our employees to thrive. As a Complaints Case Manager, you will benefit from a competitive salary, generous annual leave, and opportunities for personal development, all while making a meaningful impact on client experiences across the UK. Join us in our mission to enhance financial wellbeing and enjoy the unique advantage of working within a leading independent financial planning organisation backed by the Aviva Group.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the finance and complaints handling sectors. You never know who might have a lead on a role or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints management. Think about how you can showcase your experience with regulated environments and your problem-solving skills.
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role.
✨Tip Number 4
Apply through our website for the best chance at landing that Complaints Manager role. We love seeing candidates who are proactive and engaged with our mission!
We think you need these skills to ace Complaints Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints Manager role. Highlight your experience in complaints handling and how it aligns with our values at Succession Wealth. We want to see how you can make a positive impact!
Showcase Your Communication Skills:Since this role requires clear and empathetic communication, give examples of how you've effectively communicated in past roles. Whether it's resolving client issues or collaborating with teams, let us know how you shine in this area!
Demonstrate Your Organisational Skills:Being highly organised is key for this position. Share specific instances where you've managed multiple tasks or projects successfully. We love to see how you keep everything on track while maintaining quality outcomes.
Apply Through Our Website:We encourage you to apply directly 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 your enthusiasm for joining our team!
How to prepare for a job interview at Succession Wealth
✨Know Your Stuff
Make sure you brush up on the UK regulatory framework and FCA DISP rules. Being able to discuss these confidently will show that you’re not just familiar with complaints handling, but that you understand the bigger picture of the financial industry.
✨Show Empathy
As a Complaints Case Manager, empathy is key. Prepare examples from your past experiences where you’ve successfully resolved complaints while keeping the client’s feelings in mind. This will demonstrate your ability to handle sensitive situations with care.
✨Be Proactive
During the interview, highlight your organisational skills and how you manage your workload independently. Share specific strategies you use to stay on top of tasks, especially when dealing with multiple complaints at once.
✨Collaboration is Key
Talk about your experience working with different teams, like advisers and compliance colleagues. Give examples of how you’ve shared insights or best practices that led to improvements in processes or client experiences. This shows you value teamwork and continuous improvement.
