Complaints Advisers

6 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 solve 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 or Bristol with hybrid working (Remote working also considered).

**Workplace Type**: Hybrid

**Employment Type**:Permanent

**Seniority**:Associate

Are you an experienced complaints adviser within the financial services industry? Would you like to use your experience within a quality checking role in our Client Liaison division?

We're looking to employ a number of Complaints Advisers (Quality Checking), responsible for reviewing the decisions made on complaints about advice, financial adviser service or product-related issues, ensuring appropriate client outcomes.

**What you’ll be doing**:

- Responsible for undertaking the quality checking of an allocated number of decisions made by Complaints Advisers on complaints about advice.
- Act as quality gatekeeper, you’ll carry out quality checks on non-complex complaint investigations.
- You'll provide accurate and effective support to the Client Liaison division in its handling of complaints.
- 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.

**Who we’re looking for**:

- CII Level 4 Diploma in Financial Planning (or working towards), or equivalent experience.
- Experience of regulated complaint handling within the financial services industry, ideally including quality control experience.
- You’ll have a breadth of experience of complaints and complaint handling, in a broad range of advice, product and service-related areas.
- Ability to determine appropriate resolution for complaints and case reviews, balancing the needs of clients, financial advisers and commercial considerations.
- Effective communicator, identifying information to be escalated and communicating effectively with Complaint Advisers.
- Calm and level-headed when handling difficult and emotive situations.
- High degree of problem-solving skills to understand the technical complexities of client complaints about advice and service, proposing appropriate and tailored resolutions.
- Ability to build strong and trusting relationships with others, both internally and externally.

**What's in it for you?**
- Private Medical - up to family cover paid for by Company
- via BUPA.*
- 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

Reasonable Adjustments

**Reasonable Adjustments**

**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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