Senior 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

**Who are we looking for**:
The roles require individuals who have strong technical competencies and significant experience of investigating and resolving client advice, service or product-related complaints within the FS sector; making effective decisions and recommendations for redress.

With at least a Level 4 in Financial Planning (or equivalent qualification/experience), you will bring Investment technical knowledge and a good understanding of other products and financial planning services offered by St. James's Place.

**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.
- You’ll produce clear and well-written decision letters, explaining the conclusions reached, requiring mínimal clarification or amendment at quality checking stage.
- Identify the root cause of each complaint, feeding back any concerns or trends identified and recommending training needs or other actions.
- Ensure compliance with regulatory complaint handling rules and uphold the principle of treating all clients fairly.
- Where necessary, negotiate a resolution with the client, undertaking client and Partner (SJP Financial Adviser) meetings as required.
- Demonstrate an excellent understanding of Regulatory complaint handling rules ensuring we comply with these.
- Act as an ambassador, demonstrating the ethics and commitment we expect and encourage from our staff and peers.
- Maintain accurate records of complaints using our database 'Respond', ensuring timely updates and detailed reports.

**What we’re looking for**:

- Significant proven experience in regulated complaint handling within the financial services industry.
- Excellent Investment technical knowledge and good understanding of other products and financial planning services offered by St. James's Place.
- Excellent communication skills, both verbal and written, with the ability to detail reasoning and actions clearly.
- CII Level 4 Diploma in Financial Planning or extensive demonstrable experience.

**What's in it for you?**
- Private Medical paid for by Company.
- 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**

**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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