Quality and FOS Complaints Advisor

Core Duties/Responsibilities

The successful candidate will be responsible for the following:

• Respond to all Financial Ombudsman (FOS) communications by providing case files and complaint case oversight

• Develop, update and maintain standard operating processes and complaint handling procedures

• To carry out complaint quality reviews, conducting root cause analysis and develop action plans for priority focus and resolution of key issues and trends. Where appropriate, deliver briefings and training to teams regarding any known changes/improvements required

• Liaise with internal and external customers to identify any risks or issues and assist in shared solutions. Monitor key risks and ensure the risk log is updated and progress actions associated with reducing risks however they are identified (audits etc.)

• Implement changes to improve service quality and process efficiency

• Maintain market awareness of regulatory changes/developments and inform the business of any necessary updates

• Maintain all associated department spreadsheets, tracking of audit findings, and audit files as applicable

• Report breaches identified ensuring that appropriate corrective and preventative action to be completed.

Key Relationships (internal & external)

• BU clients

• COE Function

• People Directors

• Committee chairs and network sponsors

• Suppliers

• Vendors

Decision Making Responsibility

Decision remit will include research, data collection, trend analysis, insight methods and project support.

Skills, qualifications, knowledge and mobility.

The successful candidate will demonstrate the following experience, skills and behaviours and able to fulfil the mobility requirements of the role:

• Training & Competency (TC) in line with Equiniti’s TC policy within the first 2 years of being appointed in the role.

• Complaint handling knowledge with an understanding of FCA, FOS and TPOS requirements.

• Strong Microsoft office skills

• Excellent oral and written communication skills

• Able to prioritise workload and work to challenging deadlines

• Client service focused: strong desire to provide exceptional service

• Takes accountability for workload and see through to resolution

• Focused on accuracy and strong attention to detail