Job Description

The opportunity

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.

This is a 6 month Fixed-term contract, 2 days a week in the Swindon office.

The benefits:

Salary - up to 46,000 Bonus scheme - on target bonus - 7.5% Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5% Critical illness cover Income protection - 1x salary Death in service - 4x salary 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days A range of other flexible benefits to include private medical insurance, dental insurance and much more.

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.

What will you need to succeed?

Qualifications/ Experience:

GCSE level or equivalent. Relevant business experience and/or qualification essential. At least 5 years experience in a financial services organisation in a relevant discipline (e.g. Complaints, Compliance). FPC1, 2 & 3 or equivalent and willingness to study towards level 4 qualification Financial Crime test pass Data Protection test pass

Knowledge:

High degree of knowledge of products, procedures and services. High awareness of technical standards expected of Openwork Advisers. Expert knowledge of FSA Complaint rules and Openwork complaint procedures. Knowledge of wider FSA legislation particularly TCF and conduct of Business rules. Knowledge of legal principles including contracts, negligence and damages. Excellent knowledge of Ombudsman rules and precedents. Market, risk and business awareness. Good knowledge of people management practices and procedures. Good market, risk and business awareness. Knowledge of budget process.

Skills and Competencies:

Cope with varying workloads and pressure. Ability to identify change requirements. Developing leadership skills. Planning, prioritising and organising skills. Problem-solving, decision-making and judgement skills. Communication and negotiation skills. Able to handle high levels of conflict and the associated pressure and responsibility this brings. Ability to talk to clients and Advisers to obtain information and deliver decisions (which sometimes are not favourable) Ability to work well in a team

Why us?

We're a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential.



We're also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague's individual differences and identities - just like our financial advice, for us, it's personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.