Job Description

At abrdn we empower our clients to plan, save and invest for their futures.

Through the expertise, insight and innovation of our team, we aim to help clients create more ways for money to make an impact. We set our sights on giving them more confidence to achieve their goals, and more clarity about what they need next. And we focus on delivering outcomes that are more than just financial – by investing sustainably to build a better world.

Responsibilities:  

• Listen to and actively engage with customers, making sure their concerns are fully understood.
• Ensure all relevant evidence is gathered from customers and key stakeholders to ensure fair outcomes.
• Consider all the facts to reach a fair and independent decision for abrdn business.
• Communicate clearly, concisely, and professionally to ensure customers understand the decision reached.
• Determine if compensation for financial loss and/or a distress and inconvenience payment is appropriate and at what level.
• Complaint files are fully compliant to satisfy internal/ external audits and the regulator.
• Build valuable relationships with internal and external customers and provide guidance to ensure we meet regulatory standards for complaint handling.
• Identify and escalate any common themes and root causes by working with the business area management teams to prevent future complaints.
• Keep up to date with complaint handling regulations and pass continual assessments to ensure they remain fully compliant.
• Build and share knowledge of complaint handling regulations and decisions to ensure consistency across the department
• Able to investigate complaints impartially, holistically and make fair and reasonable decisions, whilst remaining independent of the business.
• Decisions support TCF outcomes and balance regulatory, legislative and commercial needs.
• Manage conflict and maintain good working relationships at all levels of the business.
• Self-manage complaint case workload for different products and processes within regulatory timescales.
• Able to provide an exceptional complaint experience even when having to decline a complaint.
• Maintain knowledge and understanding of Financial Conduct Authority (FCA) complaint handling rules & Financial Ombudsman Service (FOS) & Pension Ombudsman (PO) rules and guidance.
• Understand (FOS/PO) decisions and ensure learns are shared and implemented.
• Identify if the business area are following the complaint process by providing regular support and guidance.
• Accurate recording of complaints for effective root cause analysis and to ensure accurate reporting.

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Qualifications / Experience we're looking for:

• Established working experience in a customer facing environment within the Financial Services industry.
• Working knowledge of abrdn products.
• Proven knowledge of financial products.
• Excellent verbal and written communication skills.
• Proven ability to work unsupervised within a regulatory driven environment.
• Ability to influence others
• Proven ability to work unsupervised while meeting tight timescales.

Desirable:

• Understanding of the complaint handling process.
• Working knowledge of UK Risk and regulatory background.
• Experience in using Salesforce as a daily work tool, as part of any previous job role.

Our benefits:

There's more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.

When you join us, your reward will be one of the best around. This includes 40 days’ annual leave, a 16% employer pension contribution, a discretionary performance based bonus (where applicable), private healthcare and a range of flexible benefits – including gym discounts, season ticket loans and access to an employee discount portal. You can read more about our benefits here.

Our business:
 

Enabling our clients to be better investors drives everything we do. Our business is structured around three distinct areas – our vectors of growth – focused on our clients’ changing needs. You can find out more about what we do here.

We’re committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment.  We define diversity in its broadest sense – this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance.  We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.

If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.