Technical Complaints Specialist

As a Technical Complaints Specialist you will professionally resolve customer complaints across Pension, Investment & Mortgage products in accordance with FCA rules and the Treating Client’s fairly principles.

You will provide technical services, expertise, process enhancements, redress solutions and root cause analysis to the wider Openwork organisation. Formulating cost effective and fair redress solutions across Pension, Investment and Mortgage upheld complaints.

You’ll have excellent relationship management skills and an ability to deliver firm but fair messaging where remedial action is required.

You will also deputise for the Team Manager, providing operational support, including MI production and attendance on group/forums.

This is a hybrid role based in our Swindon office, with the requirement to be in the office two days a week.

Your responsibilities will include:

• 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, to ensure that The Openwork Partnerships' requirements are considered throughout the investigation and disciplinary process.
• Achieve FCA/FOS timeframes, whilst investigating client complaints in a fair and unbiased way.
• Achieving excellent feedback in internal and external audits/FCA reviews.
• Demonstrate expert knowledge of relevant systems, processes, and procedures.
• Resolve potentially complex issues using commercial and business awareness both internal and external to the organisation (inc complaints and FCA rule breaches).
• To autonomously own, develop and deliver training and learning.
• Develop and maintain absolute client focus, aligned to The Openwork Partnership Core Values to retain, and build long term profitable client relationships.
• Inspire, motivate, coach, and develop teams and individuals to achieve outstanding performance through personal leadership style and behaviours.
• Review appeals from both clients and Advisers to ensure they receive a fair hearing.
• Use knowledge and experience to provide root cause feedback to the business. Escalating sensitive issues to the appropriate level within the organisation.
• Maintain appropriate level of functional and technical expertise including sustainability of the quality framework.
• Ensure the Team’s processes, procedures and colleagues remain compliant.
• Develop and maintain good working relationships with other members of The Openwork Partnership, both internal and external and third parties e.g FOS and AQT Supporting our advisers where needed.