Group Complaints Specialist- 12 Month Fixed Term Contract

Group Complaints Specialist - 12 Month Fixed Term Contract

Division - Risk & Compliance Oversight

Department - The Complaints Department

Salary – National (Edinburgh and Leeds) ranging from £52,400 – £50,000 and London from £57,700 – £65,000 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 Investigator to join our newly created Group Complaints and Regulatory Investigations team. The role involves investigating complaints by carrying out desk-based reviews and interrogating information from a wide range of sources, working on Group Complaints and supporting wider work on Regulatory Failure Assessments.

What will you be doing?

• Investigating and in some cases leading complaints 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.
• Taking on differing degrees of responsibility depending on their nature and complexity, including strategic planning and delegating tasks and mentoring responsibilities for junior colleagues, acting as a role model.
• Engaging with internal stakeholders at all levels across the FCA to build effective relationships, gather evidence to supplement document reviews, discuss root causes of issues and identify improvements. As well as being a point of contact for all stakeholders, including complainants, internal stakeholders and matters referred to the Office of the Complaints Commissioner.
• Forming a view on whether a weakness has been identified, understanding why it occurred in the first place and making recommendations.
• Using information gathered from complaints to feed into the department’s root cause analysis work.
• Providing coherent and compelling independent views to FCA senior management and other stakeholders on findings to ensure that the FCA continually improves its performance and service delivery and ensuring that the organisation learns lessons from events.
• Drafting, including preparing succinct and high-quality reports to be presented to business areas and executive-level committees, detailed letters to complainants and stakeholders with investigation findings, and responses to internal stakeholders – all within strict time limits.

What will you get from the role?

The successful candidate will have the opportunity to make a contribution 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. And you will interact with a wide range of internal and external stakeholders. You will have the opportunity to participate in complex and high-profile investigations.

Which skills are required?

Minimum

• Experience leading or contributing to analytical outputs, such as investigations, risk assessments, or research reports.
• Experience of reviewing and assessing large volumes of material to form evidence-based judgements.

Essential

• Experience in proposing pragmatic recommendations and solutions to problems.
• A team player with a proactive, flexible, and willing approach who can remain calm in challenging situations.
• Excellent written and oral communication skills, including the ability to communicate confidently, credibly and in a probing manner with colleagues, senior management, and subject-matter experts.
• Excellent analytical skills and able to consider the wider business context with a curious and probing attitude (i.e., a person who does not take statements at face value but who investigates the factual position in order to make informed and well-reasoned judgements).
• Ability to work with pace and under pressure, use sound judgement and escalate issues appropriately.
• Ability to balance and manage multiple priorities, working alone and in a team, and manage several work streams simultaneously, with a flexible, proactive, and positive approach to the way you work with the ability to apply initiative and work in a changing environment.
• Excellent stakeholder management skills, which includes the ability to promote productive working relationships and collaborate with senior stakeholders in other Divisions and R&CO.

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 Senior 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.