Complaints Resolution Specialist

2 days ago


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

At St. James's Place, we're committed to delivering exceptional customer experiences. As a Complaints Specialist, you'll play a vital role in ensuring our clients receive the highest level of service.

Key Responsibilities:
  • Manage the work queue within the case management system, allocating tasks to team members in a timely manner.
  • Support the Senior hires & NEDs process, including employee lifecycle activities and payroll impacting tasks.
  • Provide guidance and coaching to the People Hub team members, acting as an escalation point for queries or complex issues.
  • Investigate complaints and focus on resolutions that foster excellent customer experiences.
  • Ensure employee records are accurate and up-to-date, raising quality issues with the People Hub Manager.
  • Maintain the People Hub SharePoint site, supporting policy review cycles and ensuring accurate information is available.
  • Support the quality improvement program, ensuring process standards and compliance are in place.
Requirements:
  • Experience working in a large people function with centralised services.
  • Basic understanding of Payroll processes and procedures.
  • Excellent understanding of systems used within the team, including U4, SharePoint, and ServiceNow.
  • Intermediate knowledge of Microsoft Office suite, including Excel and Word.
What We Offer:
  • 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 offer a hybrid working policy to provide greater flexibility for part-time work, job-sharing, remote working, and flexibility on hours.


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