We are seeking a Complaints Specialist who excels in professionally resolving customer complaints, adhering to FCA rules and the Treating Clients Fairly principles.
The role involves providing technical services, expertise, implementing process improvements, and conducting root cause analysis within the broader Openwork organisation. As a Complaints Specialist, you will uphold a balance of firmness and fairness in addressing adviser misconduct, ensuring timely remedial actions when required. Collaboration with the Adviser Investigation Team and Governance management is crucial to maintaining Openwork’s standards during investigative and disciplinary procedures.

KEY ACCOUNTABILITIES:

• Be an expert in resolving complaints across all products, propositions and providers.
• Be able to calculate redress across all types of upheld complaints.
• Recover costs fairly and sensitively from Advisers.
• Deal with appeals from clients and Advisers.
• Process FOS cases.
• Demonstrate expert knowledge of relevant systems, processes and procedures.
• Develop and maintain the complaint process to meet regulatory and TCF standards.
• Provide technical support, feedback and coaching to other Complaint Team members and the wider Openwork Business (including outsourced services).
• Support development of pragmatic, commercially focussed and fair solutions to actual or potential areas of dispute.
• Undertake root cause analysis including development of prospective solutions and fair cost recovery from Advisers.
• Represent Complaints Management in respect of key technical disciplines.
• Provided a “value add” service in actual or potential disputes to senior management.
• To autonomously own, develop and deliver training and learning.
• Raise risks and identify trends facilitating change through personal commitment and organisation of divisional and organisational issues.

Please refer the Job description for details