Senior Investigator - Complaints - #1783836

Senior Investigator - Comp laints

Division – Risk & Compliance Oversight

Salary - National (Edinburgh and Leeds) ranging from £52,400 to £71,200 and London £57,700 to £78,300 per annum (Salary offered will be based on skills and experience)

About The FCA

The FCA regulates the conduct of 45,000 firms in the UK to ensure our financial markets are honest, fair and competitive. Follow this link to find out more About the FCA.

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 a Senior Investigator as part of our Complaints team. The role involves investigating complaints by carrying out desk-based reviews and interrogating information from a wide range of sources, working on complex Complaints and supporting wider work within R&CO.

What will you be doing?

• Investigating and leading complaints 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
• Taking on differing degrees of responsibility depending on their nature and complexity, including strategic planning and delegating tasks and mentoring responsibilities for junior colleagues, acting as a role model
• Engaging with internal stakeholders at all levels across the FCA to build effective relationships, gather evidence to supplement document reviews, discuss root causes of issues and identify improvements. As well as being a point of contact for all stakeholders, including complainants, internal stakeholders and matters referred to the Office of the Complaints Commissioner
• Providing coherent and compelling independent views to FCA senior management and other stakeholders on findings to ensure that the FCA continually improves its performance and service delivery and ensuring that the organisation learns lessons from events
• Drafting, including preparing succinct and high-quality reports to be presented to business areas and executive-level committees, detailed, letters to complainants and stakeholders with investigation findings, and responses to internal stakeholders – all within strict time limits
• This role sits in our BAU (Business as Usual) Complaints team, which as a volume driven team. This means the successful candidate will need to work to SLAs (Service Level Agreements) including quality, progression and closure targets
  
  

What will you get from the role?

The successful candidate will have the opportunity to contribute to the department and through it provide a fair, effective and transparent function for complainants that allows the FCA to improve how it operates.

You will develop a strong understanding of all areas of the FCA and gain a unique insight into how the different areas of the FCA operate and all aspects of financial regulation. You will interact with a wide range of internal and external stakeholders You will have the opportunity to participate in complex and high-profile investigations.

Which skills are required?

We are a Disability Confident Employer; therefore, disabled people or individuals with long-term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment process. (To learn more about the Disability Confident Scheme Click Here)

Minimum

• Prior experience leading or contributing to analytical outputs, such as investigations, risk assessments, or research reports
• Prior experience of reviewing and assessing large volumes of material to form evidence-based judgements
  
  

Essential

• Experience in proposing pragmatic recommendations and solutions to problems
• A team player with a proactive, flexible, and willing approach who can remain calm in challenging situations
• Excellent written and oral communication skills, including the ability to communicate confidently, credibly and in a probing manner with colleagues, senior management, and subject-matter experts
• Excellent analytical skills and able to consider the wider business context with a curious and probing attitude (i.e., a person who does not take statements at face value but who investigates the factual position in order to make informed and well-reasoned judgements)
• Ability to work with pace and under pressure, use sound judgement and escalate issues appropriately
• Ability to balance and manage multiple priorities, working alone and in a team, and manage several work streams simultaneously, with a flexible, proactive, and positive approach to the way you work with the ability to apply initiative and work in a changing environment
• Excellent stakeholder management skills, which includes the ability to promote productive working relationships and collaborate with senior stakeholders in other Divisions and R&CO
  
  

Our Values & Diversity

We are proud to be an inclusive employer and our ambition is to cultivate a culture for all employees that respects their individual strengths, views, and experiences. 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.

Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions.

Did you know? 50% of our Executive Committee were the first in their family to attend university.

Benefits Of Working At The FCA

• 25 days holiday per year plus bank holidays
• Hybrid working (work from home up to 60% of your time)
• Private healthcare with Bupa 
• A non-contributory Pension of at least 8% of basic salary each month (there are several contribution levels that increase depending on your age – up to 12% a month once you reach age 35) 
• Life assurance of eight times your basic salary 
• Income protection 
  
  

 

We also have a competitive flexible benefits scheme which gives you the opportunity to create a personalised benefits package, tailored to suit your lifestyle.

We welcome applications from candidates who are looking for flexible arrangements.  Many of our staff work flexibly including working part-time, staggered hours, and job shares.  We can’t promise to give you exactly what you want but we can explore what might work best for both sides.

Follow this link to see what life is like at the FCA - Life at the FCA

Application Support

We are dedicated to removing barriers and ensuring our application process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.

If you have an accessibility need, disability, or condition requiring changes to the recruitment process, please contact your recruiter using the details below and they will be happy to discuss this further with you.

Useful Information and Timeline

• This role is graded as Senior Associate - Regulatory
• Advert Closing Date: 7th of July
• CV Review/Shortlist: 8-9th of July
• Interviews to begin the week commencing the 14th of July
  
  

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.

Got a question?

If you are interested in learning more about the role, please contact:

Riley Fox at [email protected]

Applications must be submitted through our online portal. Applications sent via email will not be accepted.