Complaints Specialist

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The opportunity

We are seeking a Complaints Specialist who excels in professionally resolving customer complaints, adhering to FCA rules and the Treating Customers Fairly principles.

The role involves providing technical services, expertise, implementing process improvements, and conducting root cause analysis within the broader Openwork organisation. As a Complaints Specialist, you will uphold a balance of firmness and fairness in addressing adviser misconduct, ensuring timely remedial actions when required. Collaboration with the Adviser Investigation Team and Governance management is crucial to maintaining Openwork\’s standards during investigative and disciplinary procedures. This is a 6 month Fixed-term contract, 2 days a week in the Swindon office.

The benefits:

• Salary – up to £46,000
• Bonus scheme – on target bonus – 7.5%
• Pension scheme – contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
• Critical illness cover
• Income protection – 1x salary
• Death in service – 4x salary
• 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
• A range of other flexible benefits including private medical insurance, dental insurance, and more.

Key Accountabilities:

• Be an expert in resolving complaints across all products, propositions, and providers.
• Calculate redress for upheld complaints.
• Recover costs fairly and sensitively from Advisers.
• Deal with appeals from clients and Advisers.
• Process FOS cases.
• Demonstrate expert knowledge of relevant systems, processes, and procedures.
• Develop and maintain the complaint process to meet regulatory and TCF standards.
• Provide technical support, feedback, and coaching to team members and the wider Openwork Business.
• Support development of pragmatic, commercially focused, and fair solutions to disputes.
• Undertake root cause analysis, develop solutions, and recover costs from Advisers.
• Represent Complaints Management in key technical disciplines.
• Provide value-added service in disputes to senior management.
• Own, develop, and deliver training and learning autonomously.
• Raise risks and identify trends to facilitate change.

What will you need to succeed?

Qualifications/Experience:

• GCSE level or equivalent.
• Relevant business experience and/or qualification.
• At least 5 years experience in a financial services organisation (e.g., Complaints, Compliance).
• FPC1, 2 & 3 or equivalent and willingness to study towards level 4 qualification.
• Financial Crime test pass.
• Data Protection test pass.

Knowledge:

• High knowledge of products, procedures, and services.
• Awareness of technical standards expected of Openwork Advisers.
• Expert knowledge of FSA Complaint rules and procedures.
• Knowledge of FSA legislation, TCF, and Conduct of Business rules.
• Legal principles including contracts, negligence, and damages.
• Knowledge of Ombudsman rules and precedents.
• Market, risk, and business awareness.
• People management practices knowledge.
• Budget process knowledge.

Skills and Competencies:

• Ability to handle varying workloads and pressure.
• Identify change requirements.
• Develop leadership skills.
• Planning, prioritising, and organising skills.
• Problem-solving, decision-making, and judgement skills.
• Communication and negotiation skills.
• Handle high levels of conflict and pressure.
• Communicate effectively with clients and Advisers.
• Work well in a team.

Why us?

We\’re a dynamic, fast-paced, and growing business with huge ambition. We invest heavily in our colleagues and strive to develop them personally and professionally. We’re proud to be one of the Best 100 Large Companies to work for in 2022. Our culture values individuality and inclusivity, respecting differences and identities. We are committed to building an inclusive environment where everyone can make a difference regardless of race, religion, disability, or gender. We foster a caring ethic where you can balance a successful career with outside interests. At Openwork, we believe you perform your best when trusted to choose when, where, and how you work.

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