AddressArbuthnot Latham has been associated with banking since 1833. We combine private and commercial banking, wealth planning and investment management. We believe in traditional relationship and service-led banking powered by modern technology.
We are recruiting for two newly created Complaints Officer roles within a soon to be established centralised complaint’s function. The function has been established as part of Arbuthnot Latham’s ongoing commitment to its clients and regulatory obligations. The Complaints Officer will work in a small team of three, supporting the Manager of the Complaints Team in delivering a consistent, effective, and efficiently managed client experience.
Key Responsibilities:
- Support the Complaints Manager and wider Complaints Team in responding to complaints in an effective way.
- Plan and prioritise allocated workloads against agreed service standards.
- Take ownership for Investigating and resolving complaints cases professionally from receipt to final response, ensuring regulatory obligations, and internal SLA’s are met.
- Competent in handling and resolving challenging customer communications and queries to effective resolution.
- Manage and respond to queries and support requests in the complaints mailbox.
- Engage with relevant stakeholders across the Bank to investigate and resolve complaints and identify and mitigate processes that require remedial action.
- Sustain a customer focused environment, delivering first class customer service encompassing the Consumer Duty principle.
- Assist in creating comprehensive MI and reports detailing trends and root cause analysis to derive insights on complaints management.
- Ensure compliance with relevant internal procedures, policies and frameworks.
- Provide technical knowledge as a subject matter expert (SME) and represent your area of specialism where required.
Key Interfaces:
- Key stakeholders from frontline, client support teams and Training & Competence team, including MD and Directors of Commercial and Private Banking and Investment Management.
- Information Privacy Manager and DPO.
- The Compliance team, including the Chief Compliance Officer.
- Incident Management Team.
- Financial Ombudsman Service.
- Information Commissioner’s Office.
