Division - Risk & Compliance Oversight Department - The Complaints Department Salary – National (Edinburgh and Leeds) ranging from £43,100 – £50,000 and London from £47,300– £54,000 per annum (salary offered will be based on skills and experience) About the FCA The FCA regulates the conduct of 45,000 firms in the UK to ensure our financial markets are honest, fair and competitive. 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 an interim Complaints Investigator in Group Complaints as part of our newly created Group Complaints and Regulatory Investigations team. What does the role involve? What are the key responsibilities? Pre-allocation complaint case assessment and preparation including triaging new complaints, with management of Complaints Scheme cases through Intact Managing the uploading of material onto document management systems Assessing and setting case complexity to support effective allocation of work Undertaking continuous improvement activities through ad-hoc project work Managing general administrative tasks relating to the investigation portfolio, including investigation support, creating bundles and spreadsheets, managing deadlines and correspondence Working closely with Lead Associates to ensure efficient management of workflow across the team, identifying themes and trends Ensuring compliance with document management protocols Conducting general administrative tasks relating to investigations Investigating elements of complaints under supervision 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 Engaging with internal stakeholders at all levels across the FCA to gather evidence to supplement document reviews Being a point of contact for complaints for internal and external stakeholders, including complainants and matters referred to the Office of the Complaints Commissioner Contributing to the preparation of reports to be presented to business areas and executive-level committees, including drafting and document management tasks with excellent attention to detail, within strict time limits What will the candidate get from the role? The successful candidate will have the opportunity to contribute to Group Complaints and Regulatory Failure Assessments and provide a fair, effective and transparent function for complainants that allows the FCA to improve how it operates. You will develop a strong understanding of all areas of the FCA and gain a unique insight into how the different areas of the FCA operate and all aspects of financial regulation. You will interact with a wide range of internal and external stakeholders and participate in complex and high-profile investigations. Which skills are required? Minimum Experience in conducting investigations or risk assessments Experience handling high volumes of documented evidence Essential Case and document management experience able to classify and organise information in a comprehensible manner Excellent oral and written communication skills Knowledge of FCA regulatory and operational processes Team player with a proactive, flexible, and willing approach Good analytical skills with a high level of inquisitiveness The ability to remain calm in difficult situations Strong emotional intelligence skills working collaboratively and inclusively with colleagues of different perspectives and backgrounds Self-motivation and the ability to work within deadlines 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 competitive flexible benefits scheme allowing you to create a personalised benefits package. We welcome applications from candidates seeking flexible arrangements. Useful Information and Timeline This role is graded as Associate, Regulatory This role is a 12 Months Fixed Term contract 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 Your Recruiter will discuss the process in detail with you during screening for the role. Got a question? For internal applicants, please contact Tali Stone at Tali.StoneFCA.org.uk For external applicants, please contact Vivien Durgo at Vivien.DurgoFCA.org.uk Applications must be submitted through our online portal. Applications sent via email will not be accepted.