Complaints Handler

Location : Milton Keynes
Job type : Permanent
Salary : £18K-£22K
Reference : JOB-2243

We are looking for a Complaints Handler in Milton Keynes.

To ensure the company attains high standards of regulatory compliance by providing a practical, efficient, professional and treating customers fairly compliance solution, in all aspects of the complaint handling process.

Main responsibilities

Support the business and the Compliance and Technical team in the complaints handling process and delivery of complaints by way of:

  • Receiving inbound complaints from customers and customer representatives, and respond in a timely and appropriate manner in the initial handling of the matter.

  • Assist with the preparation of information packs.

  • Acknowledge complaints within regulatory deadline requirements, complete and maintain logs of all complaints registers and MI.

  • Complete complaint investigations thoroughly researching databases, files, records and meeting with relevant staff in order to produce a detailed report of the events and actions leading up to the complaint

  • Liaise with customers and write comprehensive decision letters to customers or their representatives.

  • Liaise with other bodies such as the FOS, Legal Firms or Claims Management Companies in handling complaints as required.

  • Complete redress calculations and gather the information required to complete these calculations from third parties.

  • Liaise with the firm’s legal representatives and insurers and provide regular information and updates.

  • Make fair and reasonable judgments about complaint outcomes in a timely manner and in line with principles.

  • Manage a workload of cases at various stages of resolution.

  • Assisting in the completion of information gathering and audit.

  • Liaise with department managers in reference to any concerns, providing feedback and tracking resolution.

  • Assisting with producing management information for use by Senior Managers and Directors.

  • Assisting with the recording and monitoring of legal fees

  • Work with the Compliance team to ensure the firm’s systems and controls are robust, support the immediate and future business plans and adhere to regulatory requirements.

  • Identify systems, procedures and control improvements.

  • Ensure current system and controls are effective and embedded within the firm.

  • Provide support and assistance to any ad hoc compliance projects as appropriate.

  • Maintain a working knowledge of relevant FCA rules and guidance, in particular DISP and keep abreast of key business, regulatory and industry developments.

Key Interfaces

  • STM Group colleagues

  • Clients/customers

  • Third party suppliers

  • IFAs

  • Compliance and Technical Department

  • Team members

  • IT

Knowledge and Skills

  • Educated to advanced level and preferably hold a degree or relevant professional qualification desirable.

  • Previous experience in a complaint handling role is essential.

  • Previous experience in a pension or investment knowledge is desirable.

  • Knowledge of UK regulation

  • Experience of working in Financial Services in a complaint handling environment

  • Demonstrates commitment to the fair treatment of customers

  • Ability to review and interpret regulatory developments

  • Understanding and application of procedures, systems and controls

  • Strong communication skills

  • Strong team working ethic and flexibility

  • Excellent organisation, influencing and relationship building skills

  • Strong analytical and investigation skills


If this feels like you please APPLY NOW, we would love to hear from you!