Complaints Investigation Support Associate
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Job Location:
Monthly Salary:
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Complaints Investigation Support Associate
Division: Complaints
Department: Risk & Compliance Oversight (R&CO)
Salary: National (Edinburgh and Leeds) ranging from 31600 to 39000 and London from 34700 to 44000 (salary offered will be based on skills and experience)
This role is graded as: Associate Level 9 - Regulatory
Your recruitment contact is Rumana Hussain via . Applications must be submitted through our online portal. Applications sent via social media or email will not be accepted.
About the FCA and team
We regulate financial services firms in the UK to keep financial markets fair thriving and effective. By joining us youll play a key part in protecting consumers driving economic growth and shaping the future of UK financial services.
Risk & Compliance Oversights (R&CO) vision is to be an effective second line of defence for the FCA working with each of the Divisions to ensure the management of Own Risks (operational execution and public confidence risks) is effective to enable the FCA to successfully manage Risks of Harm and hence help ensure it achieves its statutory objectives.
Complaints are a barometer of the FCAs effectiveness of harm prevention/reduction therefore how they are handled responded to and evaluated is vital to the FCAs success. Complaints are recognised by government as being an important indicator of performance but also of transparency and as such the Complaints Commissioner HM Treasury Prudential Regulation Authority and Financial Services Compensation Scheme.
Role responsibilities
Assess and prepare complaint cases triage new complaints and set complexity for effective allocation
Undertake continuous improvement activities through ad hoc projects while playing a key role in supporting departmental success
Support the management of Complaints Scheme cases via Intact as our complaints case management system by ensuring accurate processing timely updates and acknowledging complaints to keep complainants informed
Work closely with Lead Associates to ensure efficient workflow management across the team with excellent learning and development opportunities
Serve as the primary point of contact for IT and system issues providing support as needed
Support the delivery of Local Area and other Complaints SLAs through effective stakeholder management while gaining exposure to all aspects of financial regulation
Skills required
Minimum:
Proven experience in triaging and prioritizing casework effectively
Experience using the Intact system for managing complaints and case workflows
Essential:
Proven experience working in a fast-paced environment combining excellent organisational prioritisation and time management skills with the ability to work in a structured way and deliver high-quality results under tight deadlines
Proven experience in a role which has required strong written and verbal communication skills along with the ability to cultivate and manage stakeholder relationships across all levels
Ability to work effectively within a team environment contributing to shared objectives within a team to achieve common goals
A solid grasp of how the FCA operates or a strong ability and eagerness to learn quickly and also support the development of others too embracing adaptability and a practical approach to work
Capability to maintain composure resilience and approachability in high pressure situations with the ability to prioritise and provide support to your team and setting positive example for colleagues across the Division
Brings a genuine passion for delivering excellent customer service while demonstrating a proactive flexible and collaborative approach to teamwork and adapting seamlessly to changing priorities
Benefits
25 days annual leave plus bank holidays
Hybrid model with up to 60% remote work
Non-contributory pension (812% depending on age) and life assurance at eight times your salary
Private healthcare with Bupa income protection and 24/7 Employee Assistance
35 hours of paid volunteering annually
A flexible benefits scheme designed around your lifestyle
For a full list of our benefits and our recruitment process as a whole visit our benefits page.
Our values and culture
Our colleagues are the key to our success as a regulator. We are committed to fostering a diverse and inclusive culture: one thats free from discrimination and bias celebrates difference and supports colleagues to deliver at their best. We believe that our differences and similarities enable us to be a better organisation one that makes better decisions drives innovation and delivers better regulation.
If you require any adjustments due to a disability or condition your recruiter is here to help - reach out for tailored support.
We welcome diverse working styles and aim to find flexible solutions that suit both the role and individual needs including options like part-time and job sharing where applicable.
Disability confident: our hiring approach
Were proud to be a Disability Confident Employer and therefore people or individuals with disabilities and long-term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment cases of high application volumes we may progress applicants whose experience most closely matches the roles key requirements.
Useful information and timelines
Timeline:
Job Advert Close: 9th December 2025
CV Review/Shortlist: 11th December 2025
First Interview: WC 15th December 2025
Your Recruiter will discuss the process in detail with you during screening for the role therefore please make them aware if you are going to be unavailable for any date during this time.
Required Experience:
IC
Key Skills
- Food Safety
- Suspicious Activity
- Financial Crimes
- Administrative Hearings
- Ofac
- SAR
- Public Safety
- Law Enforcement
- Due Diligence
- AML
- Criminal History
- escalate
- Procedures
- Subpoenas
About Company
The Financial Conduct Authority is the conduct regulator for around 50,000 financial services firms and financial markets in the UK and the prudential supervisor for 48,000 firms
