Associate - Complaints Team London, England
Financial Conduct Authority
Full Time
London, England
44900 - 66800 GBP ANNUAL Today
Job description
The Role
Complaints are a barometer of the FCA’s effectiveness of harm prevention/reduction, therefore
how they are handled, responded to, and evaluated is vital to the FCA’s success. Complaints are
recognised by government as being an important indicator of performance but also of
transparency and as such the Complaints Commissioner and HMT/ PRA / FSCS are all important
stakeholders. Complaints also offer insight into where the FCA can learn and improve how we
operate and address harm.
We are now recruiting for a Complaints Senior Investigator, working in our Complaints team and
alongside the wider organisation.
What does the role involve? What are the key responsibilities?
- Investigating complaints independently and impartially, in line with the Complaints Scheme
- Working on ancillary complaints functions, including drafting detailed letters and responses to internal stakeholders within strict time limits.
- Writing decision letters to complainants with investigation findings and outcomes
- Making recommendations based on investigation findings to stakeholders to ensure that the FCA continually improves its performance and service delivery.
- Liaising with the Office of the Complaints Commissioner on complaints referred to the Commissioner by the Complainant
- Liaising with Firms and Consumers on the telephone
- Being a point of contact for stakeholders at all levels
What will the candidate get from the role?
The successful candidate will have a busy and varied caseload covering a diverse range
of issues. Complaints investigations cover all areas of the FCA and can involve complex
and high-profile matters that are often the subject of media interest. The successful
candidate will gain a unique insight into how the different areas of the FCA operate and
be exposed to all aspects of financial regulation. They will work with colleagues across
the organisation. A complaints investigator also plays a pivotal role in helping the FCA to
assess its ability to deliver on its statutory objectives and identifying enhancements how
the FCA works. In addition, the FCA offers excellent learning and development
opportunities.
Skills/Experience Required
Minimum
We’re a signatory to the Government’s Disability Confident scheme. This means that we
guarantee an interview to any disabled candidates entering under the scheme, should
they meet the minimum criteria for a role. A minimum criterion needs to be measurable
from reviewing a candidate’s CV. Exemptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme.
- Excellent oral and written communication skills and the ability to express yourself clearly
- Knowledge of FCA regulatory and operational processes
Essential
- A passion for customer service
- Team player with a proactive, flexible and willing approach
- A high level of inquisitiveness
- Good analytical skills with the ability to deal with large bodies of documented evidence
- The ability to remain calm in difficult situations
- Strong emotional intelligence skills
- Self-motivation and the ability to work within deadlines
Desirable
- Previous complaints or equivalent investigation experience
- Legal training and / or experience of working in an environment requiring legally sound analysis and decision making.
Useful Information
- This role is graded at Associate level – Regulatory
- The position is available London, Edinburgh, or Leeds
- London Salary Range: £44,900 - £66,800
- National Salary Range: £40,600 - £60,100
- The selection process will involve CV screening, a case study exercise and at least one round of competency-based interviews.
- Applications will close at midnight on the 9th May 2023
- This role may close earlier due to high volumes of applications
If you are interested learning more about the role, please contact
Please note – Applications must be submitted through our online portal. Applications sent via email will not be accepted
About the FCA
At the FCA, we’re creating a fair and more resilient financial system. We’re establishing
more transparent relationships between financial services and their customers, building
trust in financial markets and protecting vulnerable consumers.
Divisional Information
Risk & Compliance Oversight help the FCA identify, assess, and report risks that threaten
the FCA's ability to deliver its statutory objectives. The Division is responsible for:
- Defining and owning the FCA Risk Management Framework
- Providing ongoing guidance and oversight of risk management across the FCA
- Providing assurance
- Completion of Regulatory Investigations
- Compliance Oversight
- Complaints
The Complaints Team is responsible for maintaining a Complaints Scheme for the
investigation of complaints about the exercise of, or failure to exercise, any of the FCA's
relevant functions, ensuring it operates efficiently and effectively. The Complaints
Scheme is a key accountability mechanism for the FCA.
The FCA's Values & Diversity
Our ambition is to create a diverse and inclusive workplace that reflects the society we
serve, helping us to be a better regulator.
Financial Conduct Authority
www.fca.org.uk
London, United Kingdom
Nikhil Rathi
Unknown / Non-Applicable
1001 to 5000 Employees
Non-profit Organisation
National Services & Agencies
2013
