Complaints Case Manager

Complaints Case Manager – 12 Month Fixed Term Contract

Field‑based aligned to your nearest local office

About Succession Wealth

Succession Wealth, part of the Aviva Group, is one of the UK’s leading independent financial planning and wealth management organisations. 

We’re dedicated to empowering people to take control of their financial future. Through personalised advice, long‑term relationships and a commitment to exceptional client service, we help individuals, families and businesses build confidence in their financial wellbeing. Our people are at the heart of this mission - working collaboratively, acting with integrity, and always putting clients first.

The Role

Our Client Resolution Team plays a vital role in ensuring clients feel supported and valued.

As a Complaints Case Manager, you will help shape fair and positive outcomes for clients. Your work will directly influence how we learn, evolve and continuously enhance the overall client experience. This is an opportunity to make a meaningful impact across the business, supporting both clients and colleagues with professionalism, empathy and expertise.

Key Responsibilities Include

Case Management & Client Resolution

• Manage, investigate and resolve regulated client complaints relating to Succession Group and its subsidiaries.
• Act as a first point of contact for complaint‑related matters, ensuring stakeholders feel informed and supported.
• Apply our complaints handling policy and procedures consistently and effectively.
• Prepare and coordinate redress calculations and obtain required approvals.
• Liaise with the Financial Ombudsman Service and report outcomes to senior colleagues.

Insight, Reporting & Continuous Improvement

• Produce clear and timely reports that outline case outcomes and highlight opportunities for improvement.
• Support the completion of MI and routine reporting to agreed standards and timescales.
• Identify themes and trends, contributing to enhancements in processes, policies and client experience.
• Maintain professional relationships with PI insurers and provide updates when necessary.

Collaboration & Professional Standards

• Build strong relationships with internal teams including advisers, paraplanners, administration, and Risk & Compliance colleagues.
• Share insights, best practice and ideas that foster a culture of continuous improvement.
• Maintain up‑to‑date knowledge of regulatory requirements, industry developments and internal policies.
• Champion our values and uphold the highest levels of professionalism.

What You’ll Bring

• Strong background in complaints handling within a regulated environment (typically 3+ years).
• Solid understanding of the UK regulatory framework and FCA DISP rules.
• Financial services qualifications (e.g. Diploma in Financial Services) are beneficial.
• Experience preparing redress calculations and working with advisory or financial planning firms is advantageous.
• Confident communication skills - clear, empathetic and effective with both written and verbal communication.
• Highly organised, proactive, and comfortable managing your workload independently.
• A commitment to continuous improvement, personal development and quality outcomes.
• Ability to build positive relationships across teams and work collaboratively.

What you can expect from us

A competitive salary, annual pay reviews and performance linked increases as well as a fantastic range of benefits including:

• 25 days Annual leave rapidly increasing with service, plus bank holidays and additional days for Christmas closure.
• Excellent company pension scheme with a generous employer contribution.
• Agile and family friendly working arrangements to allow for a great work/life balance.
• Company sick pay.
• Enhanced maternity, paternity and adoption pay.
• Up to 40% discount on Aviva Insurance & Investment products.
• £465 towards the purchase of home office equipment.
• Group Life Assurance Scheme: 8 x salary.
• Access to the Benefit Hub; discounts on shopping, dining out, holidays and lots more!
• A range of health benefits including eye care vouchers, flu vaccinations, Annual Health Screening, Digitial GP, Mental health and Nutrition Sessions and Employee Assistance Programme.
• Voluntary flexible benefits platform including Private Medical Insurance, Medical Cash Plan, Dental Insurance, Critical Illness and Health Screening.
• Support with cost of professional exams /study days.
• Charity Days.
• Company Events

We do not accept unsolicited cv submissions from agencies, any such will be accepted as a direct application from the candidate.

Succession is committed to building and preserving a culture of inclusion and diversity. With a diverse team of employees we are able to grow, innovate and deliver excellent client care to help us reach our goals as a business. Our diverse teams help us reflect and understand the communities in which we operate and the subjects we cover in our everyday work.

In recruiting for Succession, we welcome the unique contributions all candidates can bring regardless of their background and strive to ensure that every candidate is given the best chance of success through fair and equitable recruitment practice.