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Complaints Quality Checker
2 months ago
At St. James's Place, we're seeking a skilled Complaints Advisers to join our team. As a Complaints Advisers, you will play a crucial role in ensuring the quality of our complaint handling processes.
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.
- 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.
- 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 working environment that suits our people's lifestyles. If you're interested in this role and can demonstrate some transferable experience, please apply, regardless of whether you tick every box.
We're 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.
