Complaints Specialist

To professionally resolve customer complaints across Pension, Investment & Mortgage products in accordance with FCA rules and the Treating Client’s fairly principles. To provide technical services, expertise, process enhancements, redress solutions and root cause analysis to the wider Openwork organisation.

Please note, this is a hybrid role based in Swindon 3 days per week.

The benefits

• Salary - £40,000 - £45,000 depending on experience
• Bonus scheme - on target bonus - 10%
• 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 pensions, investment and mortgage products, propositions, and providers.
• Work closely with the Adviser Investigation Team & Data Protection Officer and Legal where appropriate.
• Achieve FCA/FOS timeframes, whilst investigating client complaints in a fair and unbiased way.
• Use knowledge and experience to provide root cause feedback to the business. Escalating sensitive issues to the appropriate level within the organisation.
• Ensure the Team’s processes, procedures and colleagues remain compliant.