Complaints Advisers

7 months ago

Cirencester, United Kingdom St. James's Place Full time
Responsible for undertaking the quality checking of an allocated number of decisions made by Complaints Advisers on complaints about advice. Act as quality gatekeeper, you’ll carry out quality checks on non-complex complaint investigations. You'll 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.

Who we’re looking for:

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. You’ll have a 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's in it for you?

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

*Not applicable to Fixed-Term Contracts (standard uplift applies in lieu of the protection benefits)

Flexible Working
 We know that everyone works best indifferent ways, at different times and in different environments. We haveintroduced a hybrid working policy to provide greater flexibility for part-timework, job-sharing, remote working, and flexibility on hours. Our people areencouraged to work in a flexible way that suits their lifestyle, so please askthe question and start a conversation

Research tells us that applicants(especially those from underrepresented groups) can be put off from applyingfor a role if they do not meet all the criteria or have been on an extendedcareer-break. If you think you would be a good match for this role and candemonstrate some transferable experience please apply, regardless of whetheryou tick every box.

Reasonable Adjustments
We're anequal opportunities employer and want to ensure our recruitment process isaccessible and inclusive for all, if you require reasonable adjustment(s) atany stage please let us know by emailing us at

Reasonable Adjustments
We're anequal opportunities employer and want to ensure our recruitment process isaccessible and inclusive for all, if you require reasonable adjustment(s) atany stage please let us know by emailing us at

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