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Senior Complaints Adviser

4 months ago

Cirencester, United Kingdom St. James's Place Full time
Investigate complaints thoroughly, considering all evidence and collaborating with internal and external stakeholders for expertise, in investigating and resolving the complaint. You’ll produce clear and well-written decision letters, explaining the conclusions reached, requiring minimal clarification or amendment at quality checking stage. Identify the root cause of each complaint, feeding back any concerns or trends identified and recommending training needs or other actions. Ensure compliance with regulatory complaint handling rules and uphold the principle of treating all clients fairly. Where necessary, negotiate a resolution with the client, undertaking client and Partner (SJP Financial Adviser) meetings as required. Demonstrate an excellent understanding of Regulatory complaint handling rules ensuring we comply with these. Act as an ambassador, demonstrating the ethics and commitment we expect and encourage from our staff and peers. Maintain accurate records of complaints using our database 'Respond', ensuring timely updates and detailed reports.

What we’re looking for:

Significant proven experience in regulated complaint handling within the financial services industry. Excellent Investment technical knowledge and good understanding of other products and financial planning services offered by St. James's Place. Excellent communication skills, both verbal and written, with the ability to detail reasoning and actions clearly. CII Level 4 Diploma in Financial Planning or extensive demonstrable experience.

What's in it for you?

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

*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