Customer Care Technician

• Understanding the Firm's advice approach to maintain and develop knowledge and ensure consistent application across AFH Group
• Investigating whether breaches in the firm's processes have created any client detriment
• Investigating client complaints, following the firm's standard complaints procedure and formulating client final responses, ensuring relevant client vulnerabilities or accessibility requirements are considered
• Assisting with past-business auditing relating to FCA Thematic Reviews
• Analysing customer feedback processes, ensuring intelligence is gathered to demonstrate positive consumer experience
• Performing firm-wide analysis of root causes through breach and complaint MI, and working with Operations/Change Management to ensure issues are rectified
• Reviewing customer-focused regulatory update summaries to ensure our approach to breach/complaint rectification is in line with expectations
• Maintaining knowledge and technical understanding of financial planning concepts and regulatory focuses through annual CPD
• Assisting with wider departmental functions as required
• Analysing MI connected to client outcomes and reporting this analysis to Risk to support Consumer Duty deliverables
• Analysing company financial promotional material as part of the Firm's regulatory sign-off process, ensuring literature is appropriate for the client audience
• Escalating to senior management and Operations where issues with products and services are identified when investigating breaches and complaints

• Willingness to take further qualifications relevant to your role
• Knowledge and experience in personal financial planning
• Experience in an IFA environment, demonstrating quality communication of constructive feedback
• A high standard of written and numerical skills
• Strong report-writing skills
• High accuracy and attention to detail
• Aptitude in Microsoft Office
• Diploma in Financial Planning preferable but not essential

Diploma in Financial Planning preferable but not essential

• Flexible working & holidays – flexible working and competitive holiday allowance, with annual buy & sell options and your birthday off, plus additional days for long service
• Social perks – all employees are invited to our annual Christmas and Summer parties
• Pension – contributory pension scheme with Royal London and death-in-service benefit
• Bonus scheme – competitive salary and discretionary annual bonus following one year's service
• Health and wellbeing – the MediCash app provides cashback on health and wellbeing initiatives, discounted health club memberships and free healthcare benefits
• Professional development – tailored learning and development programmes to support your career goals
• Shopping discounts - Our employees can choose from many retailers to get discounts or cashback on everyday purchases from our favourite high street clothing stores to our go-to supermarkets, as well as access to free online training courses