Complaint & Incident Senior Associate

The Complaint & Incident Senior Associate position centres on your Wellbeing: Competitive benefits designed to support the wellbeing of our staff. It would suit someone who can bring clear communication, patience, and reliable follow-through to the role.

Role overview

Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity. We are seeking a skilled and diligent individual to join our high performing, client-focused, operations team.

Main responsibilities

Your Wellbeing: Competitive benefits designed to support the wellbeing of our staff. We continue to look for todays and tomorrow’s brightest talent, those that embody a spirit to improve not only their lives, but those around them. Play a critical part in improving customer outcomes, adherence to FCA rules, Consumer Duty, and other regulatory expectations.

What helps someone succeed

careful practical judgement. Your Future: Professional Development Reimbursement including access to SS&C University. This role is ideal for a detail-oriented professional with strong analytical, investigative, and regulatory knowledge, who thrives in a purpose-led environment.

Job details

• Previous experience within financial services, with working knowledge of FCA DISP, CASS, Consumer Duty, and other regulatory rules. Desirable to have qualifications to support.
• Prepare and conduct resolution telephone calls and letters which uphold high standards of clarity, professionalism, and regulatory accuracy.
• Collaborate cross-functionally to share insights and support initiatives that support high quality across the team, reducing complaint drivers and preventing recurrence of incident.
• Liaise across multiple business areas to perform intensive and thorough investigation of a complaint, displaying end-to-end ownership of the customer outcome.