Customer Care Technician
An opportunity to join AFH Wealth Management, one of the UK’s financial advisory and wealth management firms.
We are looking for those of you who wish to grow with us and support our growth plans. This is a full‑time, permanent opportunity and in return, you will receive a competitive salary and range of benefits.
As our Customer Care Technician, you will be:
- 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
What we are looking for in our ideal Customer Care Technician:
- 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
Benefits and Perks at AFH
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.
If you are interested in becoming part of our growing community as our Customer Care Technician, get in touch and click ‘APPLY’ today. We look forward to hearing from you.
