Senior Complaints Officer

Arbuthnot Latham has been associated with banking since 1833. We combine private and commercial banking, wealth planning and investment management. We believe in traditional relationship and service-led banking powered by modern technology.

• Support the Complaints Team to plan and prioritise allocated workloads against agreed service standards.
• Take ownership for Investigating and resolving complaints professionally from receipt to final response, ensuring regulatory obligations, and internal SLAs are met and root cause is recorded.
• Competent in handling complaint calls and resolving challenging client communications and queries to effective resolution.
• Oversea the management and responses to queries and support requests in the complaints mailbox.
• Engage with relevant stakeholders across the Bank to identify and mitigate processes that require remedial action.
• Support the Complaints Manager to sustain a customer focused environment, delivering first class customer service encompassing the Consumer Duty principle.
• Responsible for the collation of complaint data for routine reporting to the regulator.
• Provide technical knowledge as a subject matter expert (SME) and represent the Complaints Team where required in projects, testing of new systems and changes.
• Ensure compliance with relevant internal procedures, policies and frameworks.

• The Senior Complaints Officer will work as part of the centralised complaints team supporting the Complaints Manager and Officer to generate responses to a wide range of topics in an accurate and timely manner in adherence with policy, procedure and regulation.
• To place the interests of clients at the centre of all activities, act in a way that is consistent with achieving good outcomes for clients.
• To comply with the FCA and PRA's Conduct Rules.

• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.

• Key stakeholders from frontline, client support teams and Training & Competence team, including MD and Directors of Commercial and Private Banking and Investment Management.
• Information Privacy Manager and DPO.
• The Compliance team, including the Chief Compliance Officer.
• Incident Management Team.
• Financial Ombudsman Service.
• Information Commissioner's Office.