Technical Complaints Specialist in Swindon

Join to apply for the Technical Complaints Specialist role at The Openwork Partnership

Position Location: Swindon, England, United Kingdom

Benefits

• Salary – up to £45,000
• Bonus scheme – on target bonus 10%
• Pension scheme – contribute up to 5% of your salary and Openwork will match, plus an extra 5%
• Critical illness cover
• 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 to include private medical insurance, dental insurance and more

Key Accountabilities

• Be an expert in resolving complaints across all pensions, investment and mortgage products, propositions, and providers.
• Work closely with the Adviser Investigation Team, Data Protection Officer, and Legal where appropriate, to ensure The Openwork Partnership’s requirements are considered throughout the investigation and disciplinary process.
• Achieve FCA/FOS timeframes while investigating client complaints in a fair and unbiased way.
• Achieve excellent feedback in internal and external audits/FCA reviews.
• Demonstrate expert knowledge of relevant systems, processes, and procedures.
• Resolve potentially complex issues using commercial and business awareness both internal and external to the organisation (inc. complaints and FCA rule breaches).
• Autonomously own, develop and deliver training and learning.
• Develop and maintain absolute client focus, aligned to The Openwork Partnership Core Values to retain and build long‑term profitable client relationships.
• Inspire, motivate, coach, and develop teams and individuals to achieve outstanding performance through personal leadership style and behaviours.
• Review appeals from both clients and Advisers to ensure they receive a fair hearing.
• Use knowledge and experience to provide root‑cause feedback to the business, escalating sensitive issues to the appropriate level within the organisation.
• Maintain appropriate level of functional and technical expertise including sustainability of the quality framework.
• Ensure the Team’s processes, procedures and colleagues remain compliant.
• Develop and maintain good working relationships with other members of The Openwork Partnership, both internal and external, and third parties such as FOS and AQT, supporting our advisers where needed.

What will you need to succeed?

• Level 4 Diploma in Financial Planning or working towards Level 4 Diploma.
• At least 5 years’ experience in a financial services organisation including 3 years in a relevant discipline (e.g. Regulated Complaints, Compliance).
• Expert knowledge across pensions, investment & mortgage products, procedures and services.
• Strong planning, prioritising and organisational skills.
• Excellent problem‑solving, analytical and decision‑making skills.
• Excellent communication and the ability to listen and build relationships effectively.
• Good market, risk and business awareness.
• Excellent knowledge of wider FCA legislation, particularly TCF and Conduct of Business rules.
• Good knowledge of FCA Complaint Handling rules and The Openwork Partnership complaint procedures.
• Able to handle high levels of conflict and the associated pressure and responsibility this brings.
• Ability to interview clients and Advisers to obtain information and deliver decisions (which sometimes are not favourable).

Why us?

We\’re a dynamic, fast‑paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We invest heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential.

We’re also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values and respects individuality and is committed to building an inclusive culture and environment which truly recognises and celebrates our colleague’s individual differences and identities – just like our financial advice, for us, it’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Finance and Customer Service