This role sits within the Complaints team, which seeks to support CdV and its clients by ensuring any issues raised are dealt with in an appropriate and timely manner, in accordance with the DISP sourcebook of the FCA Handbook. The role holder is required to act as a point of contact for complainants, liaising with them to understand the main issues being raised and the root cause of their dissatisfaction.
The role involves gathering evidence and analysing data; the role holder is required to liaise with complainants, third parties and internal stakeholders to ensure sufficient information is obtained to conduct a thorough and impartial investigation and form an evidential-based decision.
The complaints journey is tracked through an online system and the role holder must be sufficiently experienced in retaining appropriate records and evidencing their decision making.
The role requires extensive analysis of trends and root causes; this requires experience in data analysis and the production of Management Information. Reporting is produced on a regular basis and the role holder is required to be proactive in their identification of trends and issues to appropriately escalate to the governing bodies of CdV.
There will be an opportunity for the role holder to become involved in projects from time-to-time, and they will gain exposure to the wider L&R department and have input in department-wide decisions.
By joining Chase de Vere, you’ll have a progressive career with great benefits and a nurturing culture that makes you part of something special.
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