Technical Complaints Specialist

The opportunity

To professionally resolve customer complaints across Pension, Investment & Mortgage products in accordance with FCA rules and the Treating Client’s fairly principles. To provide technical services, expertise, process enhancements, redress solutions and root cause analysis to the wider Openwork organisation. Formulate and calculate cost effective and fair redress solutions across Pension, Investment and Mortgage upheld complaints. Provide cover for the redress specialist. Excellent relationship management skills and ability to deliver firm but fair messaging where remedial action is required. Deputise for the Team Manager providing operational support, including MI production and attendance on group/forums.

The 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 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 to include private medical insurance, dental insurance and much 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 that The Openwork Partnership’s requirements are considered throughout the investigation and disciplinary process.
Achieve FCA/FOS timeframes, whilst investigating client complaints in a fair and unbiased way.
Achieving 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).
To 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 e.g. 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 communicator 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're investing 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 we are 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.

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Technical Complaints Specialist

The opportunity

What will you need to succeed?

Why us?

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