Senior Complaints Adviser

Are you ready to chart your own career path? At SJP we need talented individuals like yourself to support our evolving culture. If you’re seeking an employer that is passionate about excellence, innovation and autonomy, SJP could be the place for you.

At a glance:

Location: Cirencester or Bristol/Hybrid. Other UK locations considered.

Workplace Type: Hybrid

Employment Type: Permanent

Seniority: Mid-Senior Level

Any UK location considered.

The role:

The main purpose of this role is to investigate and resolve individual client advice, Partner-service, or product-related complaints, with a particular focus on complex and high-profile cases and other forensic Investigations. Make decisions and recommendations for redress and achieve very high quality checking (QC) results.

Acting as a subject matter expert, you’ll support the resolution of complex case issues for the wider team.

What you'll be doing:

• 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.
• To ensure the complaints database ‘Respond’ is kept up to date with the progress of each complaint, accurately recording details of the complaint, the outcome, and the cost to the business.
• To communicate decisions in respect of complaints to the client, the Partnership other areas as required.
• To ensure St. James’s Place treats its clients fairly by reviewing complaints promptly, thoroughly, effectively and in a cost-effective manner.
• Where necessary, to negotiate a resolution with the client, undertaking client and Partner meetings as required.
• To work with the Operations Managers in monitoring and ensuring we have a robust system for triaging pension complaints and when required to provide support and training to the Operations Managers on triaging complex pension complaints.
• Provide ongoing guidance and support to Client Liaison colleagues through regular technical surgery.
• Expenditure Control - The role requires the individual to prove their ability to present quality decisions with transparent audit trails proving the extent of the enquiry, decision reached and offer made.
• A Senior Complaints Adviser will be able to make decisions autonomously up to £25,000.

Essential Criteria

• CII Level 4 Diploma in Financial Planning.
• Excellent Pensions or Investments technical knowledge and strong understanding of all other products and financial planning services offered by St. James's Place - Pensions and/or Investments including IHT Planning (VCTs/EIS)
• Considerable experience of regulated complaint handling within the financial services industry.
• Excellent understanding of Regulatory complaint handling rules and ensure we comply with these.

Desirable Criteria

• Working towards becoming a Chartered Financial Planner.

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 (28 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.