Complaints Quality Checker

2 days ago

Cirencester, Gloucestershire, United Kingdom St. James's Place Full time
Job Title: Complaints Advisers

At St. James's Place, we're seeking a skilled Complaints Adviser to join our team. As a Complaints Adviser, you will play a crucial role in ensuring that our clients receive high-quality service and support.

Key Responsibilities:
  • Undertake quality checking of decisions made by Complaints Advisers on complaints about advice.
  • Act as a quality gatekeeper, carrying out quality checks on non-complex complaint investigations.
  • Provide accurate and effective support to the Client Liaison division in its handling of complaints.
  • Act as a point of contact for other team members to discuss complaint findings and outcomes.
  • Ensure complaints are handled in line with the principle of treating clients fairly and in a cost-effective manner.
Requirements:
  • CII Level 4 Diploma in Financial Planning (or working towards), or equivalent experience.
  • Experience of regulated complaint handling within the financial services industry, ideally including quality control experience.
  • Breadth of experience of complaints and complaint handling, in a broad range of advice, product, and service-related areas.
  • Ability to determine appropriate resolution for complaints and case reviews, balancing the needs of clients, financial advisers, and commercial considerations.
  • Effective communicator, identifying information to be escalated and communicating effectively with Complaint Advisers.
  • Calm and level-headed when handling difficult and emotive situations.
  • High degree of problem-solving skills to understand the technical complexities of client complaints about advice and service, proposing appropriate and tailored resolutions.
  • Ability to build strong and trusting relationships with others, both internally and externally.
What We Offer:
  • 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.

We're committed to creating a flexible and inclusive work environment that supports the well-being of our employees. We offer a range of benefits and perks to help you achieve a better work-life balance.

We're an equal opportunities employer and welcome applications from diverse candidates. If you're passionate about delivering exceptional customer service and have the skills and experience to succeed in this role, we'd love to hear from you.

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