Complaints Investigation Support Associate - 12 Months Fixed Term Contract

Complaints Investigation Support Associate - 12 Months Fixed Term Contract

Division - Risk & Compliance Oversight

Department - The Complaints Department

Salary – National (Edinburgh and Leeds) ranging from £43,100 – £50,000 and London from £47,300– £54,000 per annum (salary offered will be based on skills and experience)

About the FCA

The FCA regulates the conduct of 45,000 firms in the UK to ensure our financial markets are honest, fair and competitive. Follow this link to find out more About the FCA.

The Complaints Department sits within Risk and Compliance Oversight Division (R&CO) which performs the second line of defence function in the FCA.

R&CO helps the FCA identify, assess, and report risks that threaten the FCA's ability to deliver its statutory objectives.

This role is for an interim Complaints Investigator in Group Complaints as part of our newly created Group Complaints and Regulatory Investigations team.

What does the role involve? What are the key responsibilities?

• Pre-allocation complaint case assessment and preparation including triaging new complaints, with management of Complaints Scheme cases through Intact.
• Managing the uploading of material onto document management systems.
• Assessing and setting case complexity to support effective allocation of work.
• Undertaking continuous improvement activities through ad-hoc project work.
• Managing general administrative tasks relating to the investigation portfolio, including investigation support, creating bundles and spreadsheets, managing deadlines and correspondence.
• Working closely with Lead Associates to ensure efficient management of workflow across the team, identifying themes and trends.
• Ensuring compliance with document management protocols.
• Conducting general administrative tasks relating to investigations.
• Investigating elements of complaints under supervision by carrying out desk-based reviews and interrogating information from a wide range of sources, including case management systems, process documents, project board papers and reports to divisional and executive committees.
• Engaging with internal stakeholders at all levels across the FCA to gather evidence to supplement document reviews.
• Being a point of contact for complaints for internal and external stakeholders, including complainants and matters referred to the Office of the Complaints Commissioner.
• Contributing to the preparation of reports to be presented to business areas and executive-level committees, including drafting and document management tasks with excellent attention to detail, within strict time limits.

What will the candidate get from the role?

The successful candidate will have the opportunity to contribute to Group Complaints and Regulatory Failure Assessments and through it provide a fair, effective and transparent function for complainants that allows the FCA to improve how it operates. You will develop a strong understanding of all areas of the FCA and gain a unique insight into how the different areas of the FCA operate and all aspects of financial regulation. You will interact with a wide range of internal and external stakeholders and participate in complex and high-profile investigations.

Which skills are required?

We are a Disability Confident Employer; therefore, disabled people or individuals with long-term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment process. (To learn more about the Disability Confident Scheme Click Here)

Minimum

• Experience in conducting investigations or risk assessments.
• Experience handling high volumes of documented evidence.

Essential

• Case and document management experience able to classify and organise information in a comprehensible manner.
• 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 working collaboratively and inclusively with colleagues of different perspectives and backgrounds.
• Self-motivation and the ability to work within deadlines prioritising, working under pressure and to tight deadlines whilst maintaining accuracy and attention to detail.

Our Values & Diversity

We are proud to be an inclusive employer and our ambition is to cultivate a culture 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.

Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work/life balance and support our diversity ambitions.

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

Benefits of working at the FCA

• 25 days holiday per year plus bank holidays.
• Hybrid working (work from home up to 60% of your time).
• Private healthcare with Bupa.
• A non-contributory Pension of at least 8%.
• Life assurance.
• Income protection.

We also have a competitive flexible benefits scheme which gives you the opportunity to create a personalised benefits package, tailored to suit your lifestyle.

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 can explore what might work best for both sides.

Follow this link to see what life is like at the FCA - Life at the FCA

Application Support

We are dedicated to removing barriers and ensuring our application process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.

If you have an accessibility need, disability, or condition requiring changes to the recruitment process, please contact your recruiter using the details below and they will be happy to discuss this further with you.

Useful Information and Timeline

• This role is graded as Associate, Regulatory.
• This role is a 12 Months Fixed Term contract.
• Advert Closing Date: 18th April.
• CV Review/Shortlist: 23rd April.
• First round Case Study Assessment: W/C 28th April.
• Competency Based Interview: W/C 5th May.

Your Recruiter will discuss the process in detail with you during screening for the role, therefore, please make them aware if you are going to be unavailable for any date during this time.

Got a question?

If you are interested in learning more about the role, please contact:

• For internal applicants, please contact Tali Stone at Tali.Stone@FCA.org.uk.
• For external applicants, please contact Vivien Durgo at Vivien.Durgo@FCA.org.uk.

Applications must be submitted through our online portal. Applications sent via email will not be accepted.