Client Services – Complaints

Role details

CassonX are delighted to be recruiting for this City of London based CFD, FX and Equity trading business, where the CEO is a long-term customer of CassonX. This opportunity will sit within their growing complaints department working with some very personable individuals. We are very excited about recruiting for this company, and have already placed senior individuals within their business who are market leaders attracted by this proposition. This firm offers well above average bonuses, hybrid working conditions, fabulous new offices, and a relaxed but high-achieving culture.

To be considered for this role, CassonX are looking to identify someone who has strong experience in Complaints handling position or similar, ideally in a Trading or FinTech firm, preference will be given to those who has retail trading exposure.

The ideal candidate must have at least 1 years experience in Client Services in a customer support or complaints handling position. This role will be managing the complaints procedure, logging customer issues, liaising with different teams to ensure matters are be dealt with in a timely manor. Ownership of this role is paramount to ensure case loads are being managed and dealt with.

Further responsibilities include:

• Complaints Process Mastery: Gain in-depth knowledge of complaints process.
• System Management: Update complaints log and admin systems with new cases and closures daily.
• Case Management: Take ownership of your complaint caseload.
• Investigation: Work with operational areas during the investigation process.
• Final Responses: Draft Final Written Responses for approval by the UK Head of Complaints.
• Regulatory Compliance: Help complete regulatory returns related to complaints data.
• Root Cause Analysis: Compile and produce Root Cause Analysis data and reports; provide insights and assist in improving feedback processes.
• Service Improvement: Identify service improvement opportunities based on complaint case findings.
• Inbox Monitoring: Oversee the Complaints Inbox and internal escalations channel.
• Timely Resolution: Ensure all cases are resolved within required timescales.
• Regulatory Awareness: Stay updated on FOS and FCA guidance and rules on complaint handling.

Job description is available to all those who submit a relevant CV.

CassonX Limited are committed to providing fair employment opportunities to all applicants. We encourage anyone to apply, regardless of their background, and promote a fair and inclusive recruitment process based on merit. If you require any assistance throughout the interview process to improve your experience, kindly let us know.