Complaint Handler - Investor Services

# of Openings
Operations (OPS)
Position Type
Permanent Full-Time

Role Description

To manage the resolution of customer complaints within given timescales.



  • Managing complaints through to resolution.
  • Making decisions on whether to uphold or reject the complaint based on the evidence researched and presented.
  • Direct and continuous tailored personal contact with customers to ensure a positive customer experience during the complaint process.
  • To effectively communicate the outcome of your investigations to the customer and relevant business areas, including difficult decisions.
  • To manage a portfolio of complaints in a target driven environment with responsibility for maintaining the required levels of productivity and quality.
  • To liaise with key stakeholders in the business to identify root causes of complaints and ensure remedial action is taken.

Experience Required

  • Complaint handling experience is essential.
  • Excellent communication skills.
  • Performance driven & motivated by targets.
  • Ability to confidently take ownership of customer contact.
  • Excellent written skills.
  • Excellent attention to detail.
  • Ability to assess complaints and impartially come to a decision as to how to resolve them.
  • Maintaining robust MI in line with FCA regulatory requirements.
  • Help others to resolve complaints at FPOC.
  • Compensation/redress determinations and experience of CASS regulations.

About FNZ

FNZ is a global financial technology and asset servicing provider which powers the wealth management, administration and custodian platforms for some of the world's leading financial institutions. These customers include life insurers, retail and private banks, asset and wealth managers and financial adviser groups based across the UK, Europe, Asia, Australia and New Zealand.


We believe that enhancing client engagement, lowering costs, delivering a seamless service and enabling personal solutions are key to helping people achieve their financial goals. We partner with major financial institutions to enable them to provide wealth management services to their clients across direct, intermediated and workplace channels that reflect these principles.


We develop long-term partnerships with our customers to enable them to get to market quickly with a market-leading digital proposition, transform their customer service offering and grow assets under management across multiple distribution channels.


Our customers include AMP, ANZ, Aviva, AXA Wealth, Bank of New Zealand, Fideuram Vita, HSBC, Mercer, National Australia Bank, HSBC, Santander, Santander Asset Management, Standard Life, UBS and Zurich.  In all we partner with 42 institutional customers worldwide. 


FNZ employs over 1,000 people with offices in Edinburgh, London, Bristol, Brno (Czech Republic), Shanghai, Hong Kong, Singapore, Sydney, Melbourne and Wellington.


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