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Complaints Investigator

Job Introduction

An exciting opportunity for a Complaints Investigator has come available in our Basildon based office.  The main purpose of this role is for the investigation and resolution of all complaints received by SS&C either by telephone or in written format, whilst complying with SLA’s and Regulatory requirements. 

Role Responsibility

Responsibilities include

  • Investigate complaints thoroughly and document findings
  • Discuss outcome of investigation with the complainant by telephone
  • Where required, write to the complainant to explain your findings, using agreed templates and Client company style guide
  • Liaison between Management Companies, Customers, Client Relationship Managers (CRM’s), SS&C Group Compliance and administration areas, concerning the resolution of complaints.
  • Establish and record complaints root cause data to provide Management with analysis and regular feedback
  • Ensuring culture of TCF adhered to at all times
  • Resolution of all complaints within SLA, meeting KPIs and complying with Regulatory deadlines and rules.
  • Accurate and timely data input to maintain the complaint information within SLA and in a compliant manner
  • Application of the escalation procedure in the event of serious complaints and potential problem which may impact adversely on the Complaint’s team’s ability to meet SLA’s and or regulatory requirements
  • Assesses complaints and makes redress recommendation to demonstrate a fair and reasonable solution
  • Effective organisation:  Respond positively to the goals of the Clients and Client Services Complaints.  Meet regularly with your Manager to discuss issues and ideas.  Display flexibility and adaptability at all times in response to the challenging, changing environment
  • Service Delivery: Ensure SS&C meets Client expectations in line with Service Level Agreements (SLAs). Strive to exceed minimum quality standards in line with house styles. All contact with Clients and their customers must be of a high standard, whether written or verbal
  • You may be required to carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed


  • Ability to investigate, summarise and express findings in writing or verbally
  • Analytical ability to determine root cause of complaint and make recommendations
  • Good, proven letter writing skills
  • Ability to work as part of a team
  • Good personal organisational skills to administer complaints within SLA
  • Intermediary knowledge of WORD & EXCEL
  • Attention to detail and ability to work under pressure


The Ideal Candidate

  • Relevant experience of complaints or investigation handling within a customer service environment
  • Knowledge of FCA regulatory environment - desirable
  • IOC Introduction - desirable

Package Description

  • Flexible Holiday Allowance
  • Life Assurance (4 x salary)
  • Pension
  • Private Healthcare 
  • Flex benefits scheme




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