Complaints Advisers (Third Party Claims)
St. James's Place (SJP) works in partnership to plan, grow and protect our clients’ financial futures. We deliver personalised, face-to-face financial advice to our clients, who trust us to manage their money to reach their goals. We provide this service via the Partnership, a network of qualified, expert advisors. We put financial wellbeing and responsible business choices at the heart of everything we do. We believe in the value of difference and know that diverse teams can help us problem solve and innovate for clients.
We look for people to join SJP to make an impact and to contribute to our culture which is based around long term relationships, doing the right thing, and being the best version of ourselves.
Location: Cirencester, Bristol or Fully Remote.
Workplace Type: Hybrid
Employment Type: Permanent
Seniority: Associate
Do you have experience within a claims or complaints role within the financial services industry? Would you like to bring your experience to develop a career within the UK’s leading financial advice organisation?
We're looking to employ a number of Third Party Claims Advisers, responsible for handling complaints in a timely manner, investigating the background to our complaints, making effective decisions and recommendations to resolve complaints fairly and promptly.
Who are we looking for:
You will have a curious and empathetic approach to work, a passion for customer service and working with people. The ability to stay calm in a changing work environment and a happy and supportive nature.
What you’ll be doing:
- Investigating third party claims and identifying the root cause of issues.
- Review all evidence; including documentation, recollections of those involved and what would be deemed reasonable, based on what we know.
- Collaborating closely with key stakeholders including our Partnership of financial advisers, external admin centres and internal departments.
- Producing clear and well-written decision letters, explaining the conclusions reached, communicating confidently, sensitively and in an informed manner.
- Recording complaint details and their progress on our ‘Respond’ database.
Requirements:
- Experience of regulated complaint handling within the financial services industry.
- Strong time management skills - prioritising own workload, to ensure company and regulatory deadlines are met and responding to Important, ad-hoc requests.
- Flexible approach to work and willing to embrace change.
- CII Level 4 Diploma in Financial Planning, or equivalent experience/qualification.
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 in
different ways, at different times and in different environments. 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, 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.
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]
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]
What's next?
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.
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