Client Liaison Administrator

Are you ready to chart your own career path? With our refreshed strategy, we’re building on our rich heritage and transforming our business to be more scalable and efficient, unlocking the capabilities needed for future success. This includes significantly investing in technology, streamlining the way we work and creating an environment where colleagues feel engaged, empowered and accountable; where they can show up, speak up and perform - because we believe in the difference our work makes.

At a glance:

Location: Cirencester (fully on-site)

Workplace Type: On-Site

Employment Type: Permanent

Seniority: Entry Level

The role:

You’ll provide administrative and telephone support to the Complaint Advisers.

Ensure that regulatory standards are met in the administration of complaints and work with the Complaints Advisers to data gather and collate the information required to investigate the complaint or case review.

What you'll be doing:

Case Handling and Administration

• To read, understand and log new complaints and case reviews within the relevant regulatory timescales.
• To work with the Complaints Advisers to data gather and collate the information needed to review complaints and case review cases.
• To be able to obtain information from our systems, including Stothers and I-business.
• To manage and complete daily tasks, to include chasing Partners for their comments, chasing information from third parties and requesting fiche and information from the Administration Centres.
• To be able to follow diary tasks and take ownership of the provision of standard letters associated with the complaints and case reviews you have set up. This will include acknowledgements, 4 and 8 week updates, post acceptance letters and processing of simple acceptances as received and making payments as directed.
• To accurately copy and duplicate files for submission to the FOS or external actuaries.
• To monitor and review the Client Liaison and Case Review ‘In Boxes’ daily.
  
  

Communications/Interfaces

• Effectively escalate information to management, as appropriate.
• Communicate effectively with clients and the Complaints Advisers.
• Liaise with the Partnership and Field Management to manage both SJP and clients’ expectations and provide findings and feedback as necessary.
• Interact effectively with other divisions within the Group, with outsourced complaints handling functions and third parties
  
  

Essential Criteria

• Some experience of regulated complaint handling within financial services.
• Understanding of life, pension, investment and mortgage products to identify the product being complained about.
• Understanding of the Time Bar principle and awareness of when this can be applied.
• Understanding of FOS and the importance of the data recorded
  
  

Desirable Criteria

• Familiar with excel and word
• Strong communication skills
• Understanding of the payments system, ensuring all payments are made promptly and in line with company guidance.
• Experience of using Respond.
  
  

What's in it for you?

We reward you for the work you do, whether that’s through our discretionary annual bonus scheme that reflects both personal and company performance, competitive annual leave allowance (28 days plus bank holidays, with the option to purchase an additional 5 days), or online rewards platform with a variety of discounts.

We also have benefits to support whatever stage of life you are in, including:

• Competitive parental leave (26 weeks full pay)
• Private medical insurance (optional taxable benefit)
• 10% non-contributory pension (increasing with length of service)
  
  

Reasonable Adjustments We're an equal opportunities employer and want to ensure our recruitment process is accessible and inclusive for all, if you require reasonable adjustment(s) at any stage please let us know by emailing us at [email protected]

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

What's next?

If you're excited about this role and believe you have the skills and experience we're looking for, we'd love to hear from you! Please submit an application by clicking ‘apply’ below and our team will be in touch.

As a business regulated by the FCA we would advise you to familiarise yourself with the conduct regulations and in particular consumer duty obligations prior to an interview with SJP.