Senior Complaints Officer

Arbuthnot 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.

Job Purpose

• The Senior Complaints Officer will work as part of the centralised complaints team supporting the Complaints Manager and Officer to generate responses to a wide range of topics in an accurate and timely manner in adherence with policy, procedure and regulation.
• To place the interests of clients at the centre of all activities, act in a way that is consistent with achieving good outcomes for clients.
• To comply with the FCA and PRA's Conduct Rules.

• Support the Complaints Team to plan and prioritise allocated workloads against agreed service standards.
• Take ownership for Investigating and resolving complaints professionally from receipt to final response, ensuring regulatory obligations, and internal SLAs are met and root cause is recorded.
• Competent in handling complaint calls and resolving challenging client communications and queries to effective resolution.
• Oversea the management and responses to queries and support requests in the complaints mailbox.
• Engage with relevant stakeholders across the Bank to identify and mitigate processes that require remedial action.
• Support the Complaints Manager to sustain a customer focused environment, delivering first class customer service encompassing the Consumer Duty principle.
• Responsible for the collation of complaint data for routine reporting to the regulator.
• Provide technical knowledge as a subject matter expert (SME) and represent the Complaints Team where required in projects, testing of new systems and changes.
• Ensure compliance with relevant internal procedures, policies and frameworks.

• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.

• 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.
• Financial Ombudsman Service.

Knowledge/Experience/

Skills:

• Experience and knowledge of working within Financial Services is essential.
• A comprehensive understanding of the Financial Conduct Authority (FCA) Dispute Resolution Rulebook (DISP), UK General Data Protection Regulation and FCA expectations in relation to Consumer Duty including vulnerable clients.
• Demonstrate highly effective communication skills with key stakeholders and clients both verbally and in writing.
• Track record of providing excellent customer service and resolving client complaints.
• Able to interpret and respond clearly and effectively to requests over the telephone or in writing.
• Advanced written skills with good accuracy and attention to detail.
• Ability to multitask, have good organisation skills and work well under pressure. Maintains a good knowledge of the relevant regulations, processes, products, and services relevant to the Bank, as well as internal policies relevant to client service.

Qualifications:

• Relevant subject matter or equivalent business qualification would be beneficial.
• Client Focus
• Working Proactively
• Problem Solving and Judgement
• Communication & confidence
• Team Working

Life, Work and Benefits

At Arbuthnot Latham, we seek proactive individuals who embrace high standards and bring the energy needed to drive success. In return, you can thrive in a dynamic environment that values your innovative ideas and provides the stability and support for your personal and professional growth. Our human-scale ethos means that everyone is recognised as an individual, not just a number, creating a workplace where you truly belong and thrive.

As a service led, relationship driven bank, in-person collaboration and wellbeing are important to us and drives our inclusive culture.
With this in mind we offer one day a week working from home.

• Competitive holiday allowance with the ability to buy / sell / rollover up to five days per year
• Pension via market leading provider
• 4x Life Assurance
• Discretionary Bonus
• Access to a suite of flexible benefits including Cycle to Work Scheme, Gym Scheme, Health Assessment, Season Ticket / Travel loans and Dental insurance as well as other discounts / vouchers

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