Complaint Handler

Introduction

We’re seeking a Complaints Handler to join our growing Compliance team. The Complaints Handler is responsible for managing customer complaints from receipt through to resolution, ensuring all complaints are handled promptly, fairly, and in line with regulatory requirements. This role plays an important part in delivering positive customer outcomes, maintaining trust, and helping the business identify opportunities to improve service and reduce risk.

Why Saltus?

Our mission is to improve everyone’s relationship with their wealth: to make it a positive force for their future and at the same time to prevent it being a source of anxiety. We want everyone who works at Saltus to be proud to work here, and to find fulfilment and meaning in the work that they do.

We are incredibly proud of our culture and work really hard to ensure that Saltus is a great place to work for our people, where they can have fun and grow in their career, with a passion for excellence and customer service.

We’re proud that we’ve been recognized as a winner by the Sunday Times in the Best Places to Work 2024 awards, as well as a winner in the Professional Adviser awards 2024 for the Best Financial Advisers to Work For. These accolades reflect our commitment to creating an exceptional work environment and our dedication to excellence in the financial industry. Join our award-winning team and be a part of our continued success!

Saltus is a privately owned financial planning and discretionary investment management house. We are dedicated to providing a high-quality service for private clients, trusts, and smaller institutions.

Saltus Partners was founded in 2004 and has grown organically and through a small number of carefully integrated acquisitions. Originally, the business started out as an investment manager and has now developed the financial planning side of the offering, putting this at the forefront of the client relationship.

Today Saltus manages and advises on over £12 billion of client assets, acquired through a combination of organic business growth and corporate acquisitions.

What does this role look like?

Complaint Handling & Resolution

• Manage customer complaints from receipt through to resolution, ensuring fair and timely outcomes.
• Conduct thorough investigations, gathering and reviewing all relevant information and documentation.
• Maintain accurate complaint records and case notes throughout the lifecycle of each complaint.
• Draft clear, professional, and comprehensive customer communications, including final response letters.
• Confidently communicate complaint outcomes to clients via telephone and in writing, effectively explaining decisions, handling objections and managing challenging conversations with professionalism and empathy.
• Ensure complaints are handled within FCA timescales and internal service level agreements.
• Escalate complex, high-risk, or sensitive cases to the Complaints Manager where appropriate.

Regulatory Compliance

• Ensure all complaint handling activities comply with FCA regulations, DISP requirements, and internal policies.
• Manage and respond to Data Subject Access Requests (DSARs), ensuring requests are handled accurately, within statutory timescales and in accordance with data protection legislation and company procedures.
• Maintain an up-to-date understanding of complaint handling requirements, data protection obligations and industry developments.
• Support the preparation of complaint files for review by the Financial Ombudsman Service where required.

Root Cause Analysis & Continuous Improvement

• Identify trends, recurring issues, and root causes arising from complaints and internal errors.
• Provide feedback to relevant business areas to support improvements in processes, controls, and customer outcomes.
• Contribute to initiatives aimed at reducing complaint volumes and improving client experience.

Stakeholder Collaboration

• Liaise with advisers, paraplanners, operations teams, and other stakeholders to obtain information required for investigations.
• Build positive working relationships across the business to support effective complaint resolution.
• Provide updates to stakeholders on complaint progress and outcomes.

Reporting & Administration

• Ensure complaint data is accurately recorded and maintained within internal systems.
• Support the production of management information relating to complaint volumes, trends, outcomes, and service levels.
• Assist the Complaints Manager with regulatory reporting requirements and governance activities.

What sort of person are we looking for?

We think that the best candidate for this role will have:

• Energy and a passion for delivering excellent customer outcomes and supporting a strong compliance culture.
• Experience handling complaints within a regulated environment, ideally within financial services.
• A strong understanding of customer service principles and fair complaint resolution practices.
• Excellent written communication skills, with the ability to produce clear and professional correspondence.
• Strong investigative and analytical skills, with the ability to assess information objectively and reach balanced decisions.
• High levels of accuracy and attention to detail.
• The ability to manage multiple cases effectively and prioritise competing deadlines.
• Excellent interpersonal and stakeholder management skills.
• The confidence to challenge appropriately and ask probing questions during investigations.
• Comfortable communicating complaint outcomes directly to clients, including explaining complex decisions and managing objections in a professional and empathetic manner.
• Experience handling Data Subject Access Requests (DSARs), or an understanding of data protection requirements, would be advantageous.
• The ability to work independently while also collaborating effectively with colleagues across the business.
• Proficient computer skills, including Microsoft Office Suite (Word, Outlook, SharePoint and Excel).
• Qualifications in Financial Services, Compliance, Risk, or a related discipline would be advantageous but are not essential.

Where will I be working?

We’re incredibly flexible about where, when, and how you work: we don’t want anyone to be prevented from coming to work for Saltus as a result of the working pattern that they’re looking for. Ideally, you’d be able to be based out of either our Bath, London or Whiteley office for three days each week.

We are passionate about championing flexible working for our people, so if there’s a slightly different working pattern that you’re looking for, then please come and have a chat to us about it.

What benefits do I get when working for Saltus?

The role is 37.5 hours per week to be worked between the hours of 8:30am and 5:30pm, with a salary range between £32k-£40k dependent on experience. Alongside this, you get fantastic benefits including 25 days’ holiday (plus bank holidays + your birthday off!), study assistance, life assurance, income protection and a pension, alongside access to our flexible benefits platform.

Just as importantly, you’ll get to experience our culture, which we really do live and breathe, ensuring that Saltus is a fantastic place to work for every single one of our 500+ people. We work hard, but we have an awful lot of fun along the way. If you think you’d like to come and join us, then please do get in touch… we’d love to hear from you!

Interested?

If this opportunity aligns with your goals, we’d be delighted to hear from you. Whether you’re ready to apply, have questions, or simply want to find out more, feel free to get in touch with our recruitment team at recruitment@saltus.co.uk.

To apply...

...please send your CV to recruitment@saltus.co.uk