Complaints Resolution Adviser

4 weeks ago

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

**Who We Are**
People have always been at the heart of St. James’s Place, we value long-term relationships and we are a home for people who care about the future - financially, environmentally and socially. These core values have enabled us to become a leading FTSE 100 Wealth Management company.

**Complaints Resolution Adviser**

**Location**: Cirencester Office

**Employment Type**: Permanent

**Complaints **Resolution **Advisor's**

**Location**: Hybrid 2 days a week in office and 3 days remote - Office locations available for the roles in Cirencester, Bristol or Edinburgh.

We have a rare opportunity for two Complaints Resolution Advisor's to join our Client Liaison Division.

The successful person will investigate and resolve Client Advice, Partner Service and product related complaints as well as communicate decisions and demonstrate the thought process.

This is an exciting opportunity to gain exposure in a FTSE100 finance business and how we find resolutions.

**Who we are looking for**:
A highly organised person who is approachable, personable, detail oriented individual who has in depth experience of complex financial complaint handling and resolution.

**Key Responsibilities of the Job**:

- Investigate the background of complaints & consider what should have happened and make decisions and recommendations to resolve the complaint fairly.
- To review all evidence; including documentation, recollections of those involved and what would be deemed reasonable, based on what we know.
- Liaise with the Partnership, Field Management, Business Assurance, external Actuaries, Professional Indemnity stakeholder, Admin Centre’s and relevant internal specialists
- Ensure each complaint is handled in line with the principle of treating all our clients fairly and in a cost-effective manner.
- To produce clear and well-written decision letters.
- To identify the root cause of each complaint.
- To ensure the complaint's database ‘Respond’ is kept up to date with the progress of each complaint.

**Skills Required**:
Excellent attention to detail

Strong verbal and written communication

Time management and effective workload prioritisation

Resilience

**Special Requirements**:
Financial Planning Diploma is desirable but not essential

Chartered status or working towards Chartered will be an advantage

**Flexible Working**

We understand that employees work best in different ways, at different times and in different environments. We value all of our employees and appreciate that everyone is unique, and at one of many stages within their career. Recognising this, 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 where it can be accommodated, so please ask the question and start a conversation

**Why work for us?**

**Our Rewards**

In addition to an attractive salary and eligibility to participate in the discretionary annual bonus opportunities, you will also receive an excellent benefits package including:

- Non-Contributory Pension - 10% (increasing with length of service) with further pension matching
- Meaningful protection benefits with real value, such as 10X life cover, PHI, and critical illness.*
- Best in class terms and conditions including 6 months paid parental leave.
- Private Medical and Dental Insurance
- 28 days holiday entitlement plus bank holidays (based on full-time equivalent) with the option to buy up to an additional 5 days holiday
- Discretionary bonus scheme dependent on company and personal performance, varied by level
- _Not applicable to fixed term contracts (standard uplift applies in lieu of the protection benefits)_

**Our Culture**

Our culture is the glue that binds us together - It’s one of our biggest assets and one of the biggest reasons for our success. It’s underpinned by core values of doing the right thing, being the best version of ourselves and investing in long term relationships.

We want to embrace diverse backgrounds and experiences to connect with clients, solve problems and innovate. We raise our voice on the things that matter to us and drive change from the front. Contributing to our inclusive culture is vital, ensuring a space for everyone to be their authentic self, no compromises.

In all we do, we consider how our work affects the communities in which we belong. Over 96% of our group employees are involved in supporting our communities through financial education, charitable giving and volunteering. Over 80% of all our employees and Partners donate each month to our Charitable Foundation, which is now the 3rd largest corporate charity in the UK.

**Our Awards**:
We understand it’s important to be proud of the company you work for, that’s why we’re proud to share with you some of our recent awards:

- Wealth Manager of the Year - Growth Investor Awards 2021
- Best Weal

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