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Complaints Resolution Specialist
2 months ago
Job Title: Complaints Resolution Specialist
Job Summary:
We are seeking a highly skilled Complaints Resolution Specialist to join our team at St. James's Place. As a Complaints Resolution Specialist, you will be responsible for ensuring that complaints are handled in a fair and timely manner, and that our clients receive the highest level of service.
Key Responsibilities:
- Undertake quality checking of complaints decisions made by Complaints Advisers
- 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 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
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.
