Complaints Administrator - Bath, United Kingdom - Wealthtime

Wealthtime

Verified Company

Bath, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About us
At Wealthtime, we take pride in being a Multi-Award-Winning financial technology company, renowned for our 5-star service platform. Our shared purpose and core behaviours—Seek Opportunity, Nurture Each Other, and Simply Get Going—guide us on our journey.

With new ownership since 2021 and substantial investments of over £17m into the business, Wealthtime is on an exciting growth trajectory.

Join our team of around 300 dedicated employees and become part of a company that is making waves in the industry.

About the role

You will be responsible for the logging, acknowledgment, investigation, and final resolution of complaints to meet our financial services regulatory timescales, including responding to the Financial Ombudsman Service and liaising with Professional Indemnity Insurers.

The Complaints Investigator will also be called upon to investigate and analyse the root causes of complaints.

This role is on an initial 6 month fixed term contract basis.

Key Responsibilities:

Complaint acknowledgment, investigation, resolution and organising.
Corresponding with the FOS in respect of complaints.
Maintaining sufficient complaint records.
Providing a timely and clear response to business queries.
Administration of logging and reporting systems used by the Customer Operations team.
Assisting with regulatory complaint returns.
Supporting the training and awareness of complaints.
Ensure that the Treating Customers Fairly ('TCF') principles are adhered to.
Continually focus on delivery of excellent customer service to ensure that the Company is highly valued by our clients.
Analysing the root causes of complaints and making recommendations for related improvements.
Work towards own and team goals, remain flexible in outlook and continually develop self to achieve and stretch objectives.
Assisting in a variety of projects to improve service delivery and ensure regulatory compliance.
Assisting in initiatives to improve and maintain quality.

About you (what we're looking for)

Specialist Skills, Qualifications and Experience:

Experience of working for an Investment Platform or Pension provider, Investment products and funds transacted by Financial Advisers.
Experience of resolving complex issues.
Knowledge of relevant Financial Conduct Authority (FCA) rules.
Good attention to detail.
Excellent writing skills, especially the ability to communicate potentially complex financial matters in a way that customers can understand, including nonadvised and vulnerable customers.
Clear understanding of what is fair for customers.
Ability to empathise with customers and to view our products and services from the customer's perspective.
Excellent interpersonal and communication skills.
Ownership and accountability.
Good influencing and collaboration skills.
Excellent drive, with ability to work unsupervised and under own initiative.
Ability to work well under pressure and to tight deadlines.
Working knowledge of Microsoft Office products.
Curiosity to understand a process or issue and be able to challenge others.
Be a strong negotiator.

Core Competencies
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Operational Excellence Continually delivering and improving excellence for clients and customers.
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Client and Customer Focus Add value to client/customer, adhere to Treating Customers Fairly principles, and operate as a true business partner.
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Communication Communicate clearly and concisely, tailoring content and style, with ability to make a positive impression on others.
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Working with Others Working successfully with others and building a network of good relationships to achieve shared goals.
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Performance Focus Demonstrate energy and enthusiasm, takes ownership, delivers results and improves personal performance.

Rewards and Benefits

Competitive salary.
Hybrid Working (split between home and office).
Discretionary bonus each year.
34 days holiday per calendar year including bank holidays, with the option to purchase or sell up to 5 additional days per year.
Wellbeing day to use at your discretion such as a birthday, moving house, pamper day.
Supported and encouraged professional development.
Private Medical scheme (single cover that can be increased to FULL Family).
Income protection scheme.
Life assurance scheme.
Group contributory pension scheme.
Interest free season ticket loans for travel costs.
Wealthtime Foundation Day in support of charitable activities.
We encourage internal progression at Wealthtime, with many of our employees going on to become Team Leaders, Managers, Subject Matter Experts and many more.
We're proud of our company culture at Wealthtime. From rewards and incentives, remote team socials to fun quizzes, our friendly and welcoming teams at Wealthtime strive to make our office a great place to work.