The Openwork Partnership
Complaints Specialist
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Complaints Specialist
The opportunity
To professionally resolve customer complaints across Pension, Investment & Mortgage products in accordance with FCA rules and the Treating Clients Fairly (TCF) principles. To provide technical services, expertise, process enhancements, redress solutions, and root cause analysis to the wider Openwork organisation.
This is a hybrid role in Swindon (3 days per week).
The benefits
- Salary: £38,000 – £45,000
- Bonus scheme: On-target bonus – 10%
- Pension scheme: Contribute up to 5% of your salary, and Openwork will match you and add an extra 5%
- Critical illness cover
- Income protection: 1× salary
- Death-in-service benefit: 4× salary
- 27 days holiday + bank holidays, with the opportunity to buy up to 10 additional days
- A range of flexible benefits, including private medical insurance, dental insurance, and more.
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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 necessary.
- Achieve FCA/FOS timeframes, while investigating client complaints in a fair and unbiased manner.
- Use knowledge and experience to provide root cause feedback to the business. Escalate sensitive issues to the appropriate level within the organisation.
- Ensure the Team’s processes, procedures, and colleagues remain compliant.
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What will you need to succeed?
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Qualification:
- Level 4 Diploma in Financial Planning, or working towards it.
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Experience and knowledge:
- Experience working in complaints within Financial Services.
- Strong product knowledge across pensions, investment & mortgage products.
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Skills and attributes:
- Excellent communicator, able to listen and build relationships effectively.
- Good market, risk, and business awareness.
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