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- Tasks: Manage and resolve client complaints, ensuring a positive experience.
- Company: Join Succession Wealth, a leading financial planning organisation dedicated to client empowerment.
- Benefits: Enjoy competitive salary, generous leave, and a range of health benefits.
- Other info: Collaborative environment with opportunities for personal development and career growth.
- Why this job: Make a meaningful impact on clients' financial wellbeing while developing your skills.
- Qualifications: Experience in complaints handling and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Field‑based aligned to your nearest local office.
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
- Case Management & Client Resolution
- 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.
- Insight, Reporting & Continuous Improvement
- 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.
- Financial services qualifications (e.g. Diploma in Financial Services) are beneficial.
- 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 bank holidays and additional days for Christmas closure.
- Excellent company pension scheme with a generous employer contribution.
- Agile and family friendly working arrangements to allow for a great work/life balance.
- Company sick pay.
- Enhanced maternity, paternity and adoption pay.
- Up to 40% discount on Aviva Insurance & Investment products.
- £465 towards the purchase of home office equipment.
- Group Life Assurance Scheme: 8 x salary.
- Access to the Benefit Hub; discounts on shopping, dining out, holidays and lots more!
- A range of health benefits including eye care vouchers, flu vaccinations, Annual Health Screening, Digital GP, Mental health and Nutrition Sessions and Employee Assistance Programme.
- Voluntary flexible benefits platform including Private Medical Insurance, Medical Cash Plan, Dental Insurance, Critical Illness and Health Screening.
- Support with cost of professional exams/study days.
- Charity Days.
- Company Events.
Succession is committed to building and preserving a culture of inclusion and diversity. With a diverse team of employees we are able to grow, innovate and deliver excellent client care to help us reach our goals as a business. Our diverse teams help us reflect and understand the communities in which we operate and the subjects we cover in our everyday work. In recruiting for Succession, we welcome the unique contributions all candidates can bring regardless of their background and strive to ensure that every candidate is given the best chance of success through fair and equitable recruitment practice.
Complaints Case Manager in Birmingham employer: Successionwealth
Contact Detail:
Successionwealth Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Case Manager in Birmingham
✨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 lookout for a Complaints Case Manager 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 interviews by brushing up on your complaints handling knowledge. Familiarise yourself with the FCA DISP rules and think of examples from your past experience that showcase your skills in managing and resolving complaints effectively.
✨Tip Number 3
When you get an interview, don’t just talk about your experience—show your passion for client service! Share stories that highlight how you've made a positive impact on clients' experiences and how you embody the values of professionalism and empathy.
✨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 our team at Succession Wealth and contributing to our mission of exceptional client service.
We think you need these skills to ace Complaints Case Manager in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Case Manager role. Highlight your experience in complaints handling and how it aligns with our values at Succession Wealth.
Showcase Your Communication Skills: Since this role requires clear and empathetic communication, give examples of how you've effectively communicated in past roles. We want to see your ability to connect with clients and colleagues alike!
Demonstrate Your Problem-Solving Skills: Share specific instances where you've successfully resolved complaints or issues. This will show us your proactive approach and commitment to continuous improvement, which is key for this position.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Successionwealth
✨Know Your Complaints Handling Inside Out
Make sure you’re well-versed in the complaints handling policies and procedures of the company. Brush up on the FCA DISP rules and be ready to discuss how you've applied these in your previous roles. This will show that you understand the regulatory environment and can navigate it effectively.
✨Showcase Your Empathy and Communication Skills
As a Complaints Case Manager, you'll need to communicate clearly and empathetically. Prepare examples of how you've handled difficult conversations or resolved conflicts in the past. Practising these scenarios can help you articulate your approach during the interview.
✨Demonstrate Your Problem-Solving Abilities
Be ready to discuss specific cases where you’ve successfully managed complaints and achieved positive outcomes. Highlight your analytical skills by explaining how you identified trends or themes in complaints and contributed to process improvements.
✨Build Rapport with Interviewers
Remember, interviews are a two-way street! Engage with your interviewers by asking insightful questions about their team and the company culture. This not only shows your interest but also helps you assess if the company aligns with your values and work style.