Complaint Root Cause Analysis Consultant

4 weeks 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 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

Complaint Root Cause Analysis Consultant

**Who we’re looking for**:
We are seeking an experienced specialist for this new role within our Client Liaison business area, who has proven experience of a role of this nature across the Financial Services industry. We require a natural leader, who can demonstrate excellent influencing skills when engaging with stakeholders of varying levels across our business. The ability to be articulate and have concise communication skills is crucial within this role, along with extensive knowledge of transforming complex data into meaningful insights.

**What you’ll be doing**:

- Developing and maintaining effective Root Cause Analysis processes and capabilities to demonstrate our commitment to continually improve how we operate as a business.
- Promoting the importance of Root Cause Analysis, generating buy in from the teams to ensure the data recorded within the Respond complaint database is fit for purpose.
- Incorporating internal and external data to complete analysis of client complaints, Partner claims and Financial Ombudsman Services decisions.
- Delivering reports, ensuring production quality and timeliness is paramount.
- Defining and communicating findings from investigations, working closely with stakeholders across SJP to be responsible for changes through to implementation.
- To ensure our complaints and claim responses drive fair outcomes, in line with 'Consumer Duty'.
- Identifying improvements and making valuable suggestions which could be made within Client Liaison, considering quality results, Financial Ombudsman decisions and appeals.

**Experience/Knowledge**:

- Demonstrable experience of root cause analysis.
- Experience of communicating findings to evolve processes and implementing valuable change.
- Validated knowledge of advice related service within the Financial Services industry.
- Six Sigma qualification (preferred)

TOM.POST.TO.LDIN

**What's in it for you?**
- Private Medical - up to family cover paid for by Company
- via BUPA. No excess for claims.*
- 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

**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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