This is an excellent opportunity for a complaint handler with full complaint life cycle experience and a history working with investments products join a challenging yet rewarding project.
You will be focussed on complaints related to underlying assets invested within SIPPs, ISA’s and Unit Trusts.
For this opportunity you must have previous end to end complaints/review experience, paired with experience working with investment products and the ability to writ bespoke final response letters.
Full FPC or Diploma Level 4 would be advantageous.
Location: Working 2 days per week on site in central Bath, 3 days remote.
Hours: 37.5hr week - however you may need to be flexible to accommodate business needs.
Duration: Initial 6 month contract but likely to extend
Day rate: £265 per day via Umbrella
As an Investment Complaint Handler your duties will be to:
- Review and assess customer servicing complaints related to their product
- Make outbound calls to customers to establish complaint points, and cover resolution point by point after a solution has been reached.
- Assist with progressing customer requests once service complaint is resolved
- Analyse and document call recordings and correspondence to aid decision
- Contact third parties and internal teams for additional evidence to support complaint findings
- Update systems accordingly to record outcome
- Contact customers to resolve cases early on to avoid further action
- Complete complex redress calculations to understand the financial loss to the customer
- Write fully bespoke final response letters
To be considered for either role you will have the following skills and experience:
- Experience in a end to end regulated services complaints is essential
- General wealth management knowledge is essential
- Experience in writing bespoke final response letters
- Comfortable completing redress calculations that can be complex
- Able to manage and work on multiple client systems
- Strong communications skills and experience of speaking to customers directly
- Fluent English both written and verbal
- Extremely professional, well-presented and motivated with a strong work ethic
- Diploma Level 4 qualification is advantageous but not essential
If you are successful and offered an opportunity, we will need to carry out pre-engagement screening, this will usually include a DBS Check, Credit Check, and references from previous employers.
If you believe you fit the above criteria and are interested in the opportunity please send your cv to vacancies@hazellcarr.com with the subject line - Investment Complaint Handler - Bath