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Complaints Consultant
4 months ago
St. James's Place (SJP) works inpartnership to plan, grow and protect our clients’ financial futures. Wedeliver personalised, face-to-face financial advice to our clients, who trustus to manage their money to reach their goals. We provide this service via thePartnership, a network of qualified, expert advisors. We put financialwellbeing and responsible business choices at the heart of everything we do. Webelieve in the value of difference and know that diverse teams can help usproblem solve and innovate for clients.
We look for people to join SJP to make animpact and to contribute to our culture which is based around long termrelationships, doing the right thing, and being the best version of ourselves.
Location: Cirencester or Bristol (Hybrid)
Workplace Type: Hybrid
Employment Type: Permanent
Seniority: Mid-Senior Level
Are you looking for a role where you can use your strong complaint management experience from within the financial services industry? Where you can apply your technical expertise in our handling of complaints?
Working within our Technical & Quality Team, you’ll provide technical expertise to the Client Liaison division in responding to and learning from clients’ complaints about advice, Partner-service or product-related issues.
The ideal candidate will be qualified to Level 4 in Financial Planning or have equivalent complaints experience in some of the following areas; life, pensions, investments, mortgages, trusts and inheritance tax planning.
What you’ll be doing:- Provide accurate and effective technical support to the Client Liaison division in its handling of complaints.
- Act as quality gatekeeper, protecting the SJP brand, by carrying out quality checks on complaint investigations.
- Act as a point of contact for other team members to discuss complex technical and sensitive cases.
- Maintain and develop the complaint handling approach for the Client Liaison division.
- Deliver training for Client Liaison staff, meeting needs identified by managers.
- Occasionally take a lead on or oversee the investigation of sensitive and high-profile complaints, ensuring these are handled sensitively and promptly.
- CII Level 4 Diploma in Financial Planning (or equivalent).
- Strong technical knowledge of advice in at least two of the following product areas: life, pensions, investments, mortgages and trusts/IHT planning.
- Several years’ experience of regulated complaint handling within the financial services industry.
- Significant experience of dealing with complex complaint investigations e.g. pension transfers, IHT planning.
- Experience of acting in a Quality Control role preferred.
- Strong and well-defined problem-solving skills, with the ability to determine appropriate resolution for complaints and case reviews.
- Effective communicator, identifying information to be escalated and communicating effectively with Complaint Advisers.
What's in it for you?
- PrivateMedical paid for by Company.
- Meaningfulprotection benefits with real value, such as 10X life cover, PHI, andcritical illness.*
- Non-ContributoryPension – 10% (increasing with length of service up to 15%) with furtherpension matching.
- Parentalleave – 6 months full pay
- 28 days holiday entitlement plus bank holidays (based on full-time equivalent) with the option to buy up to an additional 5 days holiday
*Not applicable to Fixed-Term Contracts (standard uplift applies in lieu of the protection benefits)
Flexible Working
We know that everyone works best indifferent ways, at different times and in different environments. We haveintroduced a hybrid working policy to provide greater flexibility for part-timework, job-sharing, remote working, and flexibility on hours. Our people areencouraged to work in a flexible way that suits their lifestyle, so please askthe question and start a conversation
Research tells us that applicants(especially those from underrepresented groups) can be put off from applyingfor a role if they do not meet all the criteria or have been on an extendedcareer-break. If you think you would be a good match for this role and candemonstrate some transferable experience please apply, regardless of whetheryou tick every box.
Reasonable Adjustments
We're anequal opportunities employer and want to ensure our recruitment process isaccessible and inclusive for all, if you require reasonable adjustment(s) atany stage please let us know by emailing us at careers@sjp.co.uk
What's next?
Our team will be in touch. As a businessregulated by the FCA we would advise you to familiarise yourself with theconduct regulations and in particular consumer duty obligations prior to aninterview with SJP.
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