Complaints Officer

⭐️ Complaints Officer

Remote

Competitive Salary

Our client is a leading wealth management firm who are seeking a Complaints Officer to support the Head of Complaints.

This role is ideal for someone with a background in the wealth management space who enjoys investigating complex cases, analysing information, and driving positive customer outcomes. You will manage complaints from initial review through to resolution, working closely with colleagues across the business to establish facts, assess potential customer impact, and determine appropriate next steps.

Role & Responsibilities:

• Taking ownership of customer complaints from receipt through to conclusion.
• Conducting detailed investigations by reviewing records, documentation, systems, and relevant evidence.
• Collaborating with advisers, operational teams, and business stakeholders to gather information and reach balanced decisions.
• Preparing clear, professional written responses to customers.
• Monitoring progress against regulatory and internal service standards.
• Supporting the management of cases referred to external dispute resolution bodies.
• Maintaining comprehensive and accurate case records.
• Assisting with management information, reporting, and trend analysis.
• Contributing to the development of complaint management processes, guidance notes, and internal training material.
• Helping identify opportunities to improve customer journeys and reduce future issues.

Do you have the following to apply? ✅

• A proven track record handling complaints within a wealth management or IFA firm
• Level 4 Diploma in Financial Planning (or equivalent)
• Experience reviewing matters relating to financial advice, investments, retirement planning, pensions, or wealth management services.

Due to the high volume of applications received we are unable to respond to everyone directly. If you are not contacted within 7 working days, you have unfortunately not been shortlisted.

Clayton Davies is acting as an employment agency on behalf of our client.