Complaints Investigation Support Associate – 12 Months Fixed Term Contract

The Complaints Department sits within Risk and Compliance Oversight Division (R&CO) which performs the second line of defence function in the FCA.

R&CO helps the FCA identify, assess, and report risks that threaten the FCA’s ability to deliver its statutory objectives.

This role is for an interim Complaints Investigator in Group Complaints as part of our newly created Group Complaints and Regulatory Investigations team.

What does the role involve? What are the key responsibilities?

• Pre-allocation complaint case assessment and preparation including triaging new complaints, with management of Complaints Scheme cases through Intact
• Managing the uploading of material onto document management systems
• Assessing and setting case complexity to support effective allocation of work
• Undertaking continuous improvement activities through ad- hoc project work
• Managing general administrative tasks relating to the investigation portfolio, including investigation support, creating bundles and spreadsheets, managing deadlines and correspondence
• Working closely with Lead Associates to ensure efficient management of workflow across the team, identifying themes and trends
•  Ensuring compliance with document management protocols
• Conducting general administrative tasks relating to investigations
• Investigating elements of complaints under supervision by carrying out desk-based reviews and interrogating information from a wide range of sources, including case management systems, process documents, project board papers and reports to divisional and executive committees
• Engaging with internal stakeholders at all levels across the FCA to gather evidence to supplement document reviews
• Being a point of contact for complaints for internal and external stakeholders, including complainants and matters referred to the Office of the Complaints Commissioner
• Contributing to the preparation of reports to be presented to business areas and executive-level committees, including drafting and document management tasks with excellent attention to detail, within strict time limits