Complex Complaints Adviser

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 Office

**Workplace Type**: Hybrid

**Employment Type**:Permanent

**Seniority**:Mid-Senior Level

**We are seeking experienced Complex Complaints Advisers to join our Client Liaison division, who have a strong sense of integrity and a commitment to delivering fair outcomes for clients. You'll investigate and resolve individual client advice, Partner-service or product-related complaints, with a particular focus on complex and high-profile Investment cases and other forensic Investigations.**

We are looking for those who have strong technical knowledge of all products, including; life, pensions and investments - as well as trusts and all types of tax, and who may also be CII Level 4 Diploma qualified.

**Who are we looking for**:
You should excel in problem-solving, remaining calm and resilient in a constantly evolving environment, whilst working under pressure to effectively manage your workload. Collaboration and interpersonal skills are essential, as is a proactive approach to identifying and escalating sensitive issues.

**What you’ll be doing**:

- Investigate complaints thoroughly, considering all evidence and collaborating with internal and external stakeholders for expertise, in investigating and resolving the complaint.
- Identify root causes of complaints and negotiate resolutions where necessary.
- Ensure compliance with regulatory complaint handling rules and uphold the principle of treating all clients fairly.
- Producing clear and well-written decision letters, explaining the conclusions reached, communicating confidently, sensitively and in an informed manner.
- Maintain accurate records of complaints using our database 'Respond', ensuring timely updates and detailed reports.

**Requirements**:

- Proven experience in regulated complaint handling within the financial services industry.
- Excellent communication skills, both verbal and written, with the ability to detail reasoning and actions clearly.
- Technical understanding of financial products, including; life, pensions, investments, trusts, and tax.
- CII Level 4 Diploma in Financial Planning or extensive demonstrable experience.

**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.

LI-HYBRID

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