Complaints Investigator

Salary: National ranging from £40,600 to £45,000 and London from £44,900 to £48,000

Are you interested in a role where you can help the FCA identify, assess, and report risks that threaten the FCA's ability to deliver its statutory objectives?

The team/ department

Risk & Compliance Oversight Division is responsible for:

• Defining and owning the FCA Risk Management Framework

• Providing ongoing guidance and oversight of risk management across the FCA

• Providing assurance

• Completion of Regulatory Investigations

• Compliance Oversight

• Complaints

The Complaints Team is responsible for maintaining a Complaints Scheme for the investigation of complaints about the exercise of, or failure to exercise, any of the FCA's relevant functions, ensuring it operates efficiently and effectively. The Complaints Scheme is a key accountability mechanism for the FCA.

Complaints are a barometer of the FCA’s effectiveness of harm prevention/reduction, therefore how they are handled, responded to, and evaluated is vital to the FCA’s success. Complaints are recognised by government as being an important indicator of performance but also of transparency and as such the Complaints Commissioner and HM Treasury (HMT)/ Prudential Regulation Authority (PRA)/ Financial Services Compensation Scheme (FSCS) are all important stakeholders. Complaints also offer insight into where the FCA can learn and improve how we operate and address harm.

We are now recruiting for a Complaints Investigator, working in our Complaints team and alongside the wider organisation.

What you will be doing (the role)

• Investigating complaints in line with the Complaints Scheme

• Working on ancillary complaints functions, including drafting detailed responses to internal stakeholders within strict time limits

• Using information gathered from complaints to feed into the department’s root cause analysis work

• Making recommendations based on investigation findings to stakeholders to ensure that the FCA continually improves its performance and service delivery

• Writing letters to complainants with investigation findings and outcomes

• Liaising with the Office of the Complaints Commissioner on complaints referred to the Commissioner by the Complainant

• Liaising with Firms and Consumers on the telephone

• Being a point of contact for stakeholders at all levels

What you will get from the role

• A busy and varied caseload covering a diverse range of issues and dealing with complaint investigations that covers all areas of the FCA, including those that are complex and high-profile which are subject to media interest

• A unique insight into how the different areas of the FCA operate and be exposed to all aspects of financial regulation

• The opportunity to play a pivotal role in helping the FCA to assess its ability to deliver on its statutory goals and identifying enhancements to how the FCA works

• The opportunity to work with colleagues across the organisation

• Excellent learning and development opportunities

Our competitive flexible benefits scheme gives you the opportunity to create a personalised benefits package, tailored to suit your lifecycle. You can use this allowance to purchase additional benefits such as dental or cycle to work or you have the option top up your base salary by taking this as cash.

Core benefits that you will receive as standard are:

• 25 days holiday per year plus bank holidays

• Private healthcare with Bupa

• A non-contributory Pension of at least 8% of basic salary each month (there are several contribution levels that increase depending on your age – up to 12% a month once you reach age 35)

• Life assurance of eight times your basic salary

• Income protection

We support hybrid working which means you will be able to work from home up to 60% of the time over a month with the remainder of your time in one of our three office locations.

Skills/Experience Required

Essential

• Excellent oral and written communication skills and the ability to express yourself clearly

• Knowledge of FCA regulatory and operational processes

• Team player with a proactive, flexible, and willing approach

• Good analytical skills with a high level of inquisitiveness

• The ability to remain calm in difficult situations

• Strong emotional intelligence skills

• Self-motivation and the ability to work within deadlines

About the FCA

The FCA regulates the conduct of 50,000 firms in the UK to ensure our financial markets are honest, fair and competitive. We do this to make sure markets work well for individuals, businesses and the economy as a whole. For more information on what we do, our three-year strategy can be found here.

The FCA's Values & Diversity

Our ambition is to cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences and similarities enable us to be a better organisation – one that makes better decisions, drives innovation, and delivers better regulation.

The FCA is committed to achieving greater diversity across all levels of the organisations. Given this, we particularly welcome applications from women, disabled and minority ethnic candidates for our Associate role.

Flexible working

We welcome applications from candidates who are looking for flexible arrangements. Many of our staff work flexibly including working part-time, staggered hours, and job shares. We can’t promise to give you exactly what you want but we won’t judge you for asking.

Multi-location

As part of the FCA’s on-going commitment to develop our national presence, most of our vacancies are now open to working in our Edinburgh, Leeds, or London offices. This means that as part of the application process you will be able to select your preference of which office location you would like to work from.

Useful information

Applications for this role close at 23:59 on Sunday 25th February 2024

This role is graded as Associate level 8 - Regulatory