Complaints Handler

The Role

Fairstone are looking to hire a new complaints handler into the central compliance team. The new recruit will be responsible for handling complaints received by our FFM, FWM & FPW entities, as well as regular liaison with the FOS and PI insurers. Fairstone are looking for a specialist complaints handler, with experience of reviewing all the different products that Fairstone advises on.

Responsibilities

The ideal person

Qualifications

To set up, acknowledge and log new complaints when received by the central compliance team.
To investigate and draft final response letters to clients, in line with regulatory expectations.
To support the head of central compliance in liaison with FOS, including collating business files, drafting responses and liaising with PI & legal teams where relevant.
To conduct regular root cause analysis on complaints, working with performance directors and operational directors in improving processes.
Manage a varied workload of complaints with competing deadlines.
Being a subject matter expert on complaints.
Monthly report writing for internal committees.
Conduct regular RCA & provide feedback to the business via board & committee meetings.
Provide feedback to advisers directly and with the training and development team.
Ad-hoc complaints activity, including past business reviews and assistance with investigations.

Someone who is an experienced complaints handler, preferably at a similar firm, used to handling multiple complaints about independent financial advisers.
A team player, who is happy managing their own workload as well as working with a team to meet various deadlines.
Able to handle competing priorities and deadlines at a fast-paced firm, whilst supporting and developing colleagues where possible.

Diploma in Regulated Financial Planning (CII / CISI) or Diploma in Governance, Risk & Compliance

Apply direct to our recruitment team

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