We have an exciting opportunity for a Regulatory Complaints Advisor t o take responsibility for escalated customer enquiries and complaints in relation to regulated financial products. To analyse and investigate each complaint, taking appropriate action to reach a resolution in the interest of the business and the customer. To liaise with all stakeholders to deal compliantly and effectively with complaints, adhering to FCA regulation, policies & procedures at all times This is a hybrid role working at least 2 days in the office and the remainder from home Role Accountabilities Effectively manage complaints regarding regulated products within FGH compliance guidelines and ensure response to within prescribed regulatory timescales Ensure that complaints are dealt with in the most appropriate way, are properly investigated and dealt with effectively to reach an appropriate outcome To liaise with service providers by telephone and in writing in order to provide a high quality of service for our customers Responsible for own caseload and achievement of regulatory deadlines Record complaints accurately and completing administrative duties relevant to the role Proactively identifying solutions through root cause and providing feedback where applicable to prevent potential ongoing issues Review complaints for learning and service improvement Ability to identify and support Vulnerable Customers in line with FGH s policies and procedures to ensure they receive a good outcome To represent the company in a professional manner at all times To achieve and maintain competent status under FGH training and competence regime via regular training sessions and assessments To be committed to good outcomes for customers at all times and demonstrate a reasonable and proportionate approach to complaints management Ensure compliance with all applicable UK and local regulations, Company Policies and FCA Conduct Rules Demonstrate behaviours in line with our Company values To take reasonable care for the health and safety of yourself and other persons who may be affected by acts and omissions at work Required Skills Basic user of Word, Excel, able to set up tables, spreadsheets, graphs etc (S) Basic commercial understanding of business and retailing. (K) Previous role held dealing with FCA Regulated Complaints Good understanding and knowledge of FCA regulatory requirements. (Including DISP and FOS) Experience in dealing with customer complaints Excellent Customer Service Professional telephone manner Excellent verbal, written and interpersonal skills Able to investigate, analyse and interpret customer information and act according to business rules Excellent organisational skills Excellent PC skills including Microsoft Word and Excel, Financier & Charter Experience of working with other stakeholders, suppliers and 3 rd parties Understand and maintain knowledge of system applications required for role; Good understanding of the principles of TCF Understand the impact of debt and vulnerability Excellent letter-writing skills Educated to GCSE level or equivalent in Maths and English (A-C) Worked in a group or team to deliver a project. Maths and English grade C or above, or equivalent. Ability to work under pressure to tight deadlines with high levels of accuracy Flexible and positive attitude and approach to work Able to commute to Bradford city centre.