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Job description

Complaint Investigator

Here at Intrinsic we are seeking a Complaint Investigator to join our Adviser Operations team in Newcastle on a permanent basis to investigate and resolve all regulated complaints made against the business and our Firms, Advisers or Partners in a fair and impartial manner.

The expected closing date for this role is as above, but all positions are filled on a rolling basis. We encourage you to apply early to avoid disappointment.

Key Responsibilities and Scope of role:
  • Investigating all expressions of dissatisfaction within a timely manner
  • Analysing complaints in order to calculate the potential loss to the business
  • Collating and investigating of all point of sale information and documentation
  • Producing final decision letter for each complaint to include a comprehensive response in respect of all areas of the complaint
  • Effectively liaising with all stakeholders, including Insurers, Legal Entities and Regulators
  • Corresponding directly with the Financial Ombudsman Service and in particular the Adjudicators and the Ombudsmen
  • Ensuring that we adhere to all the requirements of DISP Resolution (ref: FCA Handbook)

Key Behavioural Skills:

  • Excellent organisational skills and the ability to manage a variety of tasks and responsibilities.
  • Confident communication skills and the ability to communicate with a variety of audiences, including Insur...

Before you apply, we encourage you to learn more about Old Mutual Wealth

Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

  • Confident communication skills and the ability to communicate with a variety of audiences, including Insurers, Legal entities and representatives working for the Financial Ombudsman Service.
  • Able to handle pressure, remaining focused and calm, particularly when dealing with our advisers and end-customer.
  • The ability to demonstrate flexibility, prioritise workloads and work on your own initiative

Focus on our values:

  • Innovate, take bold steps forward
  • Stand up for what's right
  • Question convention and stay curious


  • Use expertise to deliver on promises
  • Persevere to get the right outcome
  • Act with focus and care

Stronger together:
  • Collaborate, learn from experience, and adapt
  • Share openly and transparently
  • Listen, to include new perspectives

Qualifications required:
  • 5 GCSE's grades A-C including Mathematics and English
  • Diploma Qualified is an advantage but not essential

Knowledge, Skills & Experience:
  • At least 5 years' experience working within a Financial Services regulation
  • At least 2 years' experience in dealing with regulatory complaints would be an advantage but not essential
  • A broad knowledge and understanding of Financial Services regulation
  • A good understanding of the Regulator's approach to complaints
  • A commitment to TCF and a good understanding of DISP Resolution (ref: FCA Handbook)

Inclusion & Diversity:

We are committed to creating an inclusive culture which embraces diversity. We promote equal opportunities and ensure that no applicant is subject to less favourable treatment on the grounds of gender, marital status, nationality, ethnicity, age, sexual orientation, responsibilities for dependants, physical or mental disability. We select candidates for interview based on their skills, qualifications, experience and potential.

Contact the Recruitment Team

If you have a specific question about any of our vacancies please get in touch.

Telephone: 02380 726939 Option 6
Email: recruitment@quilter.com

Job Sector
Security & Safety
Job Position
Law Enforcement
Newcastle upon Tyne
Newcastle upon Tyne, UK Show on map
Post date
Closing date

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