Complaints and Compliance Assistant

The Exeter • Full-time • Remote (Exeter, ENG, GB) • £30.50k / year • 1d ago

We're looking for someone organised, with great communication skills and a flair for letter writing.

If you have a talent for providing exceptional customer service and can handle challenging situations with empathy and fairness, this might be the role for you.

Key Responsibilities of a Complaints & Compliance Assistant:

Manage complaints that are reportable to the Financial Conduct Authority (FCA).
Provide advice and guidance to the business on handling complaints.
Mitigate risks by learning from customer complaints (justified or not) and enhancing procedures, systems, and controls to prevent recurrence.
Reinforce the Consumer Duty by ensuring complaints are considered objectively, thoroughly investigated, and decisions are fair.

Experience and qualities required:

Basic understanding of insurance.
Ability to assess complaints objectively and fairly.
Excellent organisational and prioritisation skills.
Strong and clear communication skills across all platforms.
Proficiency in letter writing, with great attention to detail.
Ability to work at a fast pace and manage interruptions.
Good relationship builder with excellent team working skills.
Exceptional customer service skills and ability to handle difficult and unusual situations.
Empathetic and supportive individual.
Right to work in the UK.

Day-to-Day Tasks:

Investigate and respond to complaints with clear, empathetic letters.
Keep complaint records up to date.
Support other teams with complaints handling and queries.
Report on complaints and errors to senior management.
Assist in updating compliance manuals and policies.
Providing ad-hoc advice and guidance to colleagues on compliance related matters.
Conduct compliance monitoring and audits.
Ensure communications are clear, fair, and accurate.
Monitor compliance with FCA rules.
Help with Data Subject Access Requests (DSARs).
Assist with administrative tasks.