Complaints Adviser
Who we are
People have always been at the heart of St. James’s Place, we value long-term relationships and we are a home for people who care about the future – financially, environmentally and socially. These core values have enabled us to become a leading FTSE 100 Wealth Management company.
Location: United Kingdom
Employment Type: Permanent
Complaints Adviser
We are seeking experienced Complaints Advisers to join our Client Liaison division, who have a strong sense of integrity and a commitment to delivering fair outcomes for clients. The role requires individuals who have strong technical competencies and a validated background of investigating and resolving client advice, service or product-related complaints; making effective decisions and recommendations for redress.
We are looking for those who have strong technical knowledge of all products, including; life, pensions and investments – as well as trusts and all types of tax, and who may also be CII Level 4 Diploma qualified.
Who are we looking for:
You should excel in problem-solving, remaining calm and resilient in a constantly evolving environment, whilst working under pressure to effectively manage your workload. Collaboration and interpersonal skills are essential, as is a proactive approach to identifying and escalating sensitive issues.
What you’ll be doing:
- Investigate complaints thoroughly, considering all evidence and collaborating with internal and external stakeholders for expertise, in investigating and resolving the complaint.
- Identify root causes of complaints and negotiate resolutions where necessary.
- Ensure compliance with regulatory complaint handling rules and uphold the principle of treating all clients fairly.
- Producing clear and well-written decision letters, explaining the conclusions reached, communicating confidently, sensitively and in an informed manner.
- Maintain accurate records of complaints using our database 'Respond', ensuring timely updates and detailed reports.
Requirements:
- Proven experience in regulated complaint handling within the financial services industry.
- Excellent communication skills, both verbal and written, with the ability to detail reasoning and actions clearly.
- Technical understanding of financial products, including; life, pensions, investments, trusts, and tax.
- CII Level 4 Diploma in Financial Planning or willingness to work towards it.
Flexible Working
We understand that employees work best in different ways, at different times and in different environments. We value all of our employees and appreciate that everyone is unique, and at one of many stages within their career. Recognising this, 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 where it can be accommodated, so please ask the question and start a conversation!
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.
Why work for us?
Our Rewards
In addition to an attractive salary and eligibility to participate in the discretionary annual bonus opportunities, you will also receive an excellent benefits package including:
- Non-Contributory Pension – 10% (increasing with length of service) with further pension matching
- Meaningful protection benefits with real value, such as 10X life cover, PHI, and critical illness.
- Best in class terms and conditions including 6 months paid parental leave.
- Private Medical and Dental Insurance
- 28 days holiday entitlement plus bank holidays (based on full-time equivalent) with the option to buy up to an additional 5 days holiday
- Discretionary bonus scheme dependent on company and personal performance, varied by level
- Not applicable to fixed term contracts (standard uplift applies in lieu of the protection benefits)
Our Culture
Our culture is the glue that binds us together - It’s one of our biggest assets and one of the biggest reasons for our success. It’s underpinned by core values of doing the right thing, being the best version of ourselves and investing in long term relationships.
We want to embrace a diverse group of backgrounds and experiences to connect with clients, solve problems and innovate. We raise our voice on the things that matter to us and drive change from the front. Contributing to our inclusive culture is vital, ensuring a space for everyone to be their authentic self, no compromises.
In all we do, we consider how our work affects the communities in which we belong. Over 96% of our group employees are involved in supporting our communities through financial education, charitable giving and volunteering. Over 80% of all our employees and Partners donate each month to our Charitable Foundation, which is now the 3rd largest corporate charity in the UK.
SJP is delighted to have signed The Armed Forces Covenant, and we are active members of LGBT Great, 30% club, The Diversity Project, Disability Confident and more! Find out more: https://www.sjp.co.uk/careers/life-at-sjp
Our Awards:
We understand it’s important to be proud of the company you work for, that’s why we’re proud to share with you some of our recent awards:
- Wealth Manager of the Year – Growth Investor Awards 2021
- Best Wealth Manager – Shares Awards 2021
- Championing LGBTQ Inclusion - Financial Adviser Diversity in Finance Awards 2020
- Top 75 Employer - Social Mobility Foundation Employer Index 2021
Want to see more of our awards? Visit: https://www.sjp.co.uk/about-us/our-awards-and-recognition
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