Technical Complaints Specialist

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.