Complaints Analyst

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don't tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. Join Close Brothers Asset Finance Team where you will report to the Complaints Manager in the Operational Governance function and ensure prompt and consistent complaints management, root cause exploration and reporting. Working as part of the Governance department our ideal team member will have previous experience in handling complaints within an FCA environment, and can demonstrate excellent problem-solving and interpersonal skills. RESPONSIBILITIES

• Work with stakeholders across all business units to investigate complex regulated and unregulated complaints, drawing upon expertise of CBAFL's products.
• Ensure all complaints received are resolved successfully in line with the FCA's Fair Treatment of Customers principles and mandated timelines, liaising with all relevant parts of the business to facilitate such outcomes.
• Proactively keep up to date and align with industry best practice in terms of complaint handling and the fair treatment of customers.
• Assist the maintenance and improvement of the CBAFL Complaint Handling procedure.
• Provide feedback and coaching to increase the proportion of complaints resolved at first point of contact and complaints which could have been avoided.
• Help deliver regular training to stakeholders annually and on an ad hoc basis where necessary.
• Evaluate monthly complaints data for presenting to key.
• Assess whether complaints indicate a wider issue within CBAFL and whether remediation work is necessary.
• Conduct root cause analysis of individual complaints and annual review.
  
  Experience of handling complaints within an FCA-regulated environment
• Evidence of analytical and problem-solving skills
• Excellent interpersonal skills
• Strong relationship building and stakeholder management skills
  
  For roles offering hybrid working: At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.
Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250. To find out more about Close Brothers, please visit our careers page: To find out more about life at Close Brothers: To find out more about our benefits: To find out more about our commitment to creating an inclusive environment: #LI-TW1 #LI-Hybrid #LI-CBAFL The Company Close Brothers is a UK specialist banking group providing lending and deposit taking. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange. Our specialist lending and deposit solutions include:
• Commercial: Offers specialist and predominantly secured lending principally to the SME market.
• Retail : Provides intermediated finance through motor dealers, motor finance brokers and insurance brokers, and savings products for individuals and corporates.
• Property: Offers residential development finance to established UK property developers, funding for commercial properties, and bridging and refurbishment loans.
At Close Brothers, we are here to help people and businesses thrive over the long term. Through our deep sector knowledge and expertise, focus on delivering excellent and specialist service, and strength of established relationships, we support our customers through the cycle. Our values of deep expertise, consistent service and long-term relationships embody our distinctive culture and customer-centric approach. We also recognise our responsibility to help address the social, economic and environmental challenges facing our businesses, employees and customers, now and into the future.

Private medical Discounted health checks Stakeholder pension contribution Gym discounts Cycle to work scheme Gym discounts Purchase additional holiday