Assistant Complaints Adviser

5 days 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**:Associate

Are you highly organised with strong administration and customer service experience? Would you like to develop a rewarding career within the UK’s leading financial advice organisation?

Working within our Client Liaison Division, we have a number of opportunities for Assistant Complaints Advisers. You’ll provide administrative support to the Complaints Advisers, supporting the review, completion and closure of client complaints and case reviews in accordance with internal procedures and regulatory needs.

**What you’ll be doing**:

- Gather data required for the investigation of complaints being handled by the Client Liaison Division.
- Make initial client contact to explain our complaints process and gather any additional information from the client, offering reassurance and any additional information required.
- Managing the collection of information within agreed timescales.
- Provide timely and suitable updates to clients awaiting the complaint outcome.
- Obtain information from our systems to prepare files ready for Complaints Advisers review where the complaint is technical or complex.
- With support, complete some less complex and fast tracked complaints as required.
- Remain organised to manage and complete all daily tasks in accordance with internal procedures, managing your own workload and priorities.
- Ensure all relevant information is added to the Complaints Management system to enable timely decision making.
- Provide a clear, well written final decision letter to clients with fast tracked complaints, explaining the conclusion reached. Be able to communicate this to the client and the SJP financial adviser.

**Who we’re looking for**:

- Strong administrative and customer service experience, ideally from within the financial services sector.
- Complaint/Claims handling experience desirable.
- Highly organised, able to effectively manage your own workload against timelines.
- Effective communicator, with the ability to build strong and trusting relationships with others, both internally and externally.
- Able to develop an understanding of life, pension, investment and mortgage products, to identify the nature of the complaint.
- Qualified in or willingness to progress study with CII Certificate in Financial Planning (CF1-5) and CII Diploma L4 in Financial Planning.

**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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