Technical Expert

3 weeks ago

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

About the Role:

We are seeking a highly skilled Technical Expert to join our team at St. James's Place. As a Technical Expert, you will be responsible for providing technical expertise to colleagues within the Client Liaison division in responding to and learning from clients' complaints about advice, Partner-service or product-related issues.

Key Responsibilities:

* Provide accurate and effective technical support to colleagues in the Client Liaison division in their handling of complaints.
* Act as quality gatekeeper, protecting the SJP brand, by carrying out quality checks on complaint investigations.
* Maintain and develop the complaint handling approach for the Client Liaison division.
* Occasionally take a lead on or oversee the investigation of sensitive and high-profile complaints, ensuring these are handled sensitively and promptly.

Requirements:

* CII Level 4 Diploma in Financial Planning (or equivalent).
* Strong technical knowledge of advice in at least two of the following product areas: pensions, investments, inheritance tax planning, mortgages and trusts.
* Several years' experience of regulated complaint handling within the financial services industry.
* Significant experience of dealing with complex complaint investigations e.g. pension transfers, IHT planning.
* Experience of acting in a Quality Control role preferred.
* Strong and well-defined problem-solving skills, with the ability to determine appropriate resolution for complaints and case reviews.
* Effective communicator, identifying information to be escalated and communicating effectively with Complaint Advisers.

What We Offer:

* Private Medical paid for by Company.
* 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.

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