Complaints Officer

Rathbones provides individual investment and wealth management services for private clients, charities, trustees and professional partners. We have been trusted for generations to manage and preserve our clients’ wealth.

Our tradition of investing and acting responsibly has been with us from the beginning and continues to lead us forward. Our ambition is to be recognised as the UK’s most responsible wealth manager.

We see it as our responsibility to invest for everyone’s tomorrow. That means doing the right thing for our clients and for others too. Keeping the future in mind when we make decisions today. Looking beyond the short term for the most sustainable outcome. This is how we build enduring value for our clients, make a wider contribution to society and create a lasting legacy. Thinking, acting and investing responsibly.

Role Title:  Complaints Officer

Department: Compliance

Location: Liverpool / London

Contract Type:  Permanent

Reporting to: Marie Tkaczyk

The Role

To be a key member of the Rathbones Complaints team, delivering an efficient and effective triage and complaints handling service across the Group.

Outcomes of the Role

• Delivers a timely and efficient client experience by completing a robust investigation into each client complaint and delivers high quality client documentation outlining the conclusion reached and supporting rationale.
• Ensures that the decisions arising from the complaint investigation, are impartial and consistent with company guidelines and regulatory requirements.
• Ensures the initial triage/assessment of ‘expressions of dissatisfaction’ is appropriately controlled to determine whether they meet the FCA definition of an ‘eligible complaint/eligible complainant’.
• Produces well written and comprehensive final response letters, in a timely manner.
• Reviews output and provides oversight of other members of the Complaint team, as and when required, including draft communications to clients. 
• Communicates effectively with the business regarding potential or actual client complaints.
• Performs calculations of client redress, where appropriate, ensuring it is fair and calculated in line with the relevant internal framework.
• Works with the wider Compliance Monitoring & Assurance function to enhance the root cause approach, to drive change within the Group to improve future client outcomes.
• Supports the production of periodic regulatory reporting, across the Group and assists in the production of the monthly internal management information.
• To be one of the company’s key contacts for the various ombudsman services (including FOS, CIFO, Pension Ombudsman, Legal Ombudsman).
• Assists in the development of Aptean Respond and ensures the system is maintained and kept up to date as complaint cases progress.
• Drives the continuing professional development of oneself.

Knowledge, Skills, and Experience

• Demonstrates a solid understanding of the investment management and financial advice processes.
• Demonstrable experience in the administration of client complaint management and a strong understanding of the regulatory requirements of this.
• Confident communicator, skilled at developing internal relationships and external where necessary (e.g. regulators, FOS, CIFO, Pension Ombudsman, Legal Ombudsman, external auditors and potentially clients)
• Strong collaboration skills - proactively seeks to share information and ideas. 
• Keeps up to date with developments in both the Rathbones Group and wider industry, including new products, legislation and regulation.
• Strong knowledge of regulatory and compliance requirements in relation to complaint resolution. A good understanding of DISP, CONC, AML and general FCA requirements.
• Strong IT literacy and ability to adapt to new systems.
• Background in Compliance roles and experience of managing client complaints

Life at Rathbones

We aim to become an employer of choice for the wealth management sector, to achieve this we are working hard to build a diverse, equal, and inclusive workplace that motivates, develops and embraces the strengths of all our colleagues. Being part of Rathbones means you will join a team of passionate professionals in a successful culture that cares for its people. At Rathbones, we provide meaningful work, opportunities, and a voice to all.

We are committed to building a team that is made up of diverse skills, experiences and abilities and encourage applications from all backgrounds. We welcome individuals who share our values – those that are passionate about client service, operate with the highest levels of integrity and have a strong results focus.