Role title: Head of Client Resolution

Reports to: Head of Compliance Advisory

Location: Hub Location (Reading, London, Birmingham, Leeds or Glasgow)

Hours of work: 35 hours each week    

SMCR Function: This is a Conduct Role  

This is a 12 month FTC (maternity cover)

Purpose of role

Responsible for the day-to-day management of the complaints team, all client complaints including the end-to-end process for resolution, reporting to the wider business and driving improved client outcomes.

Key Responsibilities

Investigation

• Investigate and resolve complaints to a satisfactory resolution for both the client and the business.
• Liaise with PII, making relevant notifications, preapproval of client correspondence and ensuring required reporting is done on a timely and accurate basis.
• To produce high quality written communication, and to communicate verbally with external parties and clients until matters are resolved.
• Ensure that a full and detailed audit trail is on file for each complaint case, with clear notes and all relevant documentation.
• To accurately complete and maintain the Complaints Register so it reflects the current position of complaints received at any time.

Management

• To ensure all complaints are managed within regulatory timescales as per DISP.
• To identify and analyse the root cause of complaints across the business and to develop solutions in conjunction with other departments, to minimise reoccurrence. 
• To build relationships with all areas of the business to ensure there is focus on continuous improvement and the avoidance of future complaints.
• To review the outcome FOS decisions ensuring any learnings are understood and appropriate actions taken.
• To maintain internal and external complaints procedures and ensure these are made available.
• To assist with the design and delivery of Complaint training to the wider business.
• Manage and develop the complaints team to ensure they are motivated, effective and provide excellent support to all parties both internally and externally.
• Review client correspondence produced by team members to ensure letters issued are of a high standard.

Reporting

• To escalate areas of concern to HOCA, including potential high redress cases, trends identified and emerging risks to the business.
• Completion of RegData FCA complaint returns and notify HOCA when FCA notification events occurs such as redress payments over £50K and advisers with 3+ upheld complaints in a 12-month rolling period. 
• To regularly produce management information and reports for relevant internal committees and to present this information when required to do so. 
• To regularly update Finance with potential redress provision.

SM&CR Responsibilities

As an FCA regulated Company, Ascot Lloyd are required to adhere to the Senior Managers and Certification Regime (SM&CR), to develop a culture where employees take personal responsibility for their own actions.

Individual Conduct Rules

1. You must act with integrity
2. You must act with due care, skill and diligence
3. You must be open and co-operative with the FCA, PRA and other regulators
4. You must pay due regard to the interests of customers and treat them fairly
5. You must observe proper standards of market conduct
6. You must act to deliver good outcomes for clients

Experience / Skills Required

• 5+ years’ Complaint Manager (Wealth) experience.

• Strong understanding of end-to-end operations and client services in an IFA environment.

• Proven financial services background with FCA regulations knowledge.

• Key member of successful teams; experienced in senior/Exec presentations and reporting.

• Skilled in data analysis, root cause analysis, and driving improvements.

• Excellent written and verbal communication; strong analytical/report writing skills.

• Able to prioritise, meet deadlines, and work collaboratively across business areas.

• Confident in evidence-based views; able to challenge senior colleagues appropriately.

• Skilled at balancing differing team priorities to deliver results.

• Discreet, confidential, and proficient in MS Office (Excel, Word, Outlook, PowerPoint).

• Experienced in target-driven operational environments.