OVERALL SUMMARY

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

Join Close Brothers Asset Finance Team where you will report to the Complaints Manager in the Operational Governance function and ensure prompt and consistent complaints management, root cause exploration and reporting. Working as part of the Governance department our ideal team member will have previous experience in handling complaints within an FCA environment, and can demonstrate excellent problem-solving and interpersonal skills.

RESPONSIBILITIES

Work with stakeholders across all business units to investigate complex regulated and unregulated complaints, drawing upon expertise of CBAFL’s products.

Ensure all complaints received are resolved successfully in line with the FCA’s Fair Treatment of Customers principles and mandated timelines, liaising with all relevant parts of the business to facilitate such outcomes.

Proactively keep up to date and align with industry best practice in terms of complaint handling and the fair treatment of customers.

Assist the maintenance and improvement of the CBAFL Complaint Handling procedure.

Provide feedback and coaching to increase the proportion of complaints resolved at first point of contact and complaints which could have been avoided.

Help deliver regular training to stakeholders annually and on an ad hoc basis where necessary.

Evaluate monthly complaints data for presenting to key.

Assess whether complaints indicate a wider issue within CBAFL and whether remediation work is necessary.

Conduct root cause analysis of individual complaints and annual review.

WE WOULD LOVE TO HEAR FROM YOU ARE/ HAVE:

Experience of handling complaints within an FCA-regulated environment

Evidence of analytical and problem-solving skills

Excellent interpersonal skills

Strong relationship building and stakeholder management skills

We are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities. Candidates who require the job description or application form in an alternative format, or any other adjustments, are encouraged to email us at recruit.ssc@closebrothers.com or request a call back.

ABOUT US

For roles offering hybrid working: At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.