Complaints Investigator (Fixed‑Term)

About the role

The Complaints Investigator will join Quilter’s Complaints department in Southampton on a six‑month fixed‑term contract. You will be responsible for handling customer complaints promptly, ensuring compliance with regulatory timelines and internal service standards.

Key responsibilities

• Investigate all incoming complaints and resolve them within FCA DISP Resolution timeframes.
• Liaise with financial advisers, the Financial Ombudsman Service, and other third‑party stakeholders.
• Maintain accurate case records and manage multiple investigations simultaneously.
• Prepare clear, jargon‑free written responses and communicate outcomes to customers.
• Adhere to internal service level agreements and regulatory requirements.

Required profile

• Strong verbal communication skills for inbound and outbound calls.
• Excellent written communication with attention to grammar and clarity.
• Ability to work under pressure and manage competing priorities.
• Confidence in dealing with advisers, customers, and regulatory bodies.

Required skills

• Knowledge of FCA Handbook DISP Resolution requirements.

What we offer

• Hybrid working arrangement after initial training.
• Experience in a leading wealth‑management firm overseeing £141 billion of assets.
• Opportunity to develop expertise in regulatory complaints handling.