Complaints Quality Assurance Specialist
23 hours ago
Job Title: Complaints Quality Assurance Specialist
About the Role:
We are seeking a highly skilled Complaints Quality Assurance Specialist to join our team at St. James's Place. As a Complaints Quality Assurance Specialist, you will play a critical role in ensuring that our complaints process is robust, effective, and aligned with industry standards.
Key Responsibilities:
- Undertake quality checks on complaints decisions made by Complaints Advisers.
- Act as a quality gatekeeper, ensuring that complaints are handled in line with our principle of treating clients fairly and in a cost-effective manner.
- Provide accurate and effective support to the Client Liaison division in its handling of complaints.
- Act as a point of contact for team members to discuss complaint findings and outcomes.
Requirements:
- CII Level 4 Diploma in Financial Planning or equivalent experience.
- Experience of regulated complaint handling within the financial services industry, ideally including quality control experience.
- 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.
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.
Equal Opportunities Employer:
We are an equal opportunities employer and want to ensure our recruitment process is accessible and inclusive for all. If you require reasonable adjustments at any stage, please let us know by emailing us at [insert email address].
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