Complaints Quality Adviser

7 months ago

Cirencester, United Kingdom St. James's Place Full time

St. James's Place (SJP) works in partnership to plan, grow and protect our clients’ financial futures. We deliver personalised, face-to-face financial advice to our clients, who trust us to manage their money to reach their goals. We provide this service via the Partnership, a network of qualified, expert advisors. We put financial wellbeing and responsible business choices at the heart of everything we do. We believe in the value of difference and know that diverse teams can help us problem and innovate for clients.

We look for people to join SJP to make an impact and to contribute to our culture which is based around long term relationships, doing the right thing, and being the best version of ourselves.

**Location**: Cirencester Office

**Employment Type**: Permanent

Complaints Quality Adviser

**Location: Cirencester/Bristol (flexible on location)**

**Role overview**:
We have a new opportunity for two Complaints Quality Advisers to undertake quality checking for the Client Liaison division. You will be responsible for reviewing the decisions made on complaints about advice, service or product-related issues and ensuring appropriate client outcomes.

**Who we’re looking for**:
**Responsibilities**:

- Provide accurate and effective 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 non-complex complaint investigations.
- Act as a point of contact for other team members to discuss complaint findings and outcomes.
- Ensure complaints are handled in line with the principle of treating clients fairly and in a cost-effective manner.

**Requirements**:

- Experience of regulated complaint handling within the financial services industry.
- Experience of acting in a quality checking role (preferred).
- Excellent communication skills, both verbal and written, and the ability to make appropriate, equitable and pragmatic decisions while clearly documenting reasoning and action required.
- PC Literate - including Excel, Word, Outlook.
- CII Level 3 Certificate in Financial Services (or equivalent) or working towards CII Level 4 Diploma in Financial Planning.

TOM.POST.TO.LDIN

**What's in it for you?**
- Private Medical - up to family cover paid for by Company
- via BUPA. No excess for claims.*
- Meaningful protection benefits with real value, such as 10X life cover, PHI, and critical illness.*
- Non-Contributory Pension - 10% (increasing with length of service up to 15%) with further pension matching.
- Parental leave - 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 in different ways, at different times and in different environments. We have introduced a hybrid working policy to provide greater flexibility for part-time work, job-sharing, remote working, and flexibility on hours. Our people are encouraged to work in a flexible way that suits their lifestyle, so please ask the question and start a conversation

**What's next?**

Our team will be in touch. As a business regulated by the FCA we would advise you to familiarise yourself with the conduct regulations and in particular consumer duty obligations prior to an interview with SJP.

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