Division Risk & Compliance Oversight Full Time - Permanent Salary – National (Edinburgh and Leeds) ranging from £52,400 – £60,000 and London from £57,700 – £65,000 per annum (salary offered will be based on skills and experience) The Role The Complaints Department sits within Risk and Compliance Oversight Division (R&CO) which performs the second line of defence function in the FCA. R&CO helps the FCA identify, assess, and report risks that threaten the FCA's ability to deliver its statutory objectives. This role is for a Senior Investigator as part of our Complaints team. The role involves investigating complaints by carrying out desk-based reviews and interrogating information from a wide range of sources, working on complex complaints and supporting wider work within R&CO. Key Responsibilities Investigating and leading complaints by carrying out desk-based reviews and interrogating information from a wide range of sources, including case management systems, process documents, project board papers, and reports to divisional and executive committees Taking on differing degrees of responsibility depending on their nature and complexity, including strategic planning and delegating tasks and mentoring responsibilities for junior colleagues, acting as a role model Engaging with internal stakeholders at all levels across the FCA to build effective relationships, gather evidence to supplement document reviews, discuss root causes of issues, and identify improvements. Also, being a point of contact for all stakeholders, including complainants and internal stakeholders Forming a view on whether a weakness has been identified, understanding why it occurred, and making recommendations Using information gathered from complaints to feed into the department’s root cause analysis work Providing coherent and compelling independent views to FCA senior management and other stakeholders on findings to ensure that the FCA continually improves its performance and service delivery Drafting high-quality reports to be presented to business areas and executive-level committees, detailed letters to stakeholders with investigation findings, and responses to internal stakeholders within strict time limits This role sits in our BAU (Business as Usual) Complaints team, which is volume-driven. The successful candidate will need to work to SLAs (Service Level Agreements) including quality, progression, and closure targets. What will the candidate get from the role? The successful candidate will have the opportunity to make a contribution to the department and provide a fair, effective, and transparent function for complainants that allows the FCA to improve its operations. You will develop a strong understanding of all areas of the FCA and gain insight into financial regulation. You will interact with a wide range of internal and external stakeholders and participate in complex and high-profile investigations. Skills/Experience Required Minimum Experience leading or contributing to analytical outputs, such as investigations, risk assessments, or research reports Experience of reviewing and assessing large volumes of material to form evidence-based judgments Essential Experience in proposing pragmatic recommendations and solutions to problems A team player with a proactive, flexible, and willing approach Excellent written and oral communication skills Excellent analytical skills and ability to consider the wider business context Ability to work with pace and under pressure Ability to balance and manage multiple priorities Excellent stakeholder management skills Benefits of working at the FCA 25 days holiday per year plus bank holidays Hybrid working (work from home up to 60% of your time) Private healthcare with Bupa A non-contributory Pension of at least 8% Life assurance Income protection We also have a flexible benefits scheme which allows you to create a personalised benefits package. Application Support We are dedicated to removing barriers and ensuring our application process is accessible to everyone. We offer adjustments to make your application experience comfortable and straightforward. Useful Information and Timeline This role is graded as Senior Associate, Regulatory Advert Closing Date: 18th April CV Review/Shortlist: 23rd April First round Case Study Assessment: W/C 28th April Competency Based Interview: W/C 5th May