Wealth Complaints Manager

Job description

The Wealth Complaints Manager role is based within the Wealth Complaints area of Service Recovery, which spans multiple locations and functions across the UK.

The role of the Wealth Complaints Manager is to provide a high quality service to the Bank's complaint handling process with regards to Wealth products, liaising with the Financial Ombudsman Service. Candidates will be required to undertake and pass a Level 4 Diploma in Financial Planning within 2 years.

Your responsibilities will include:
· To help manage Wealth Complaints referred to the Financial Ombudsman Service in relation to the prevailing Wealth Complaints complaint remit and complaint handling policy
· To maintain and develop Wealth Complaints relationship with numerous internal product areas and HSBC's relationship with the Financial Ombudsman Service
· Liaising with appropriate departments to seek guidance on procedures or specific issues
· Ensuring adherence to regulatory requirements and internal controls
· Ensuring that departmental quality and processing KPIs are met
· Liaising with customers regarding the investigation of their complaint regarding the mis-sale of products

Desired profile

Qualifications :

The ideal candidate for this role will have:

·  Role relevant qualifications, i.e. Role relevant qualifications, i.e. R01, R05 & R02
·  Willingness to undertake the training/study required in this role, i.e. QCF Level 4 Diploma in Financial Planning
·  Relevant product knowledge including knowledge of Investments, Mortgages, Protection, Pensions and General Insurance is desirable but not essential
·  Experience working in relevant environment/s, i.e. Financial Services is desirable but not essential
·  Role relevant qualifications, i.e. QCF Level 4 Diploma in Financial Planning is desirable but not essential
·  Past working experience in a relevant role, i.e. Complaint handling is desirable but not essential
·  Proven experience of leading the delivery of an excellent customer service and proactively look for innovative ways to improve the service delivered to customers
·  Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is a articulated in a meaningful way to wide and varied audiences
·  Built effective networks both internally and externally and created opportunities for others to work collaboratively
·  Experience of making timely and rational decisions, based on relevant information and experience
·  A comprehensive understanding of risk management and proven experience of ensuring own/others' compliance with relevant regulatory processes

In addition to the details listed above, the ideal candidate will have time management skills and an ability to work to tight deadlines and under pressure

The base location for this role is Mitchell Way, Southampton

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC UK is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.