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- Tasks: Investigate and resolve complex client complaints with a focus on high-profile cases.
- Company: Join St. James's Place, a leader in financial services known for innovation and excellence.
- Benefits: Enjoy hybrid work options, competitive leave, bonuses, and private medical insurance.
- Why this job: Be part of a supportive culture that values autonomy and personal growth.
- Qualifications: CII Level 4 Diploma in Financial Planning and experience in regulated complaint handling required.
- Other info: We encourage applicants from all backgrounds, even if you don't meet every criterion.
The predicted salary is between 36000 - 60000 £ per year.
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Direct message the job poster from St. James’s Place
Recruitment/Talent Acquisition Manager with over 25 years\’ experience
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
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.
- 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.
- 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 careers@sjp.co.uk
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.
Seniority level
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Seniority level
Mid-Senior level
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Employment type
Full-time
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Senior Complaints Adviser employer: St. James’s Place
Contact Detail:
St. James’s Place Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Complaints Adviser
✨Tip Number 1
Familiarise yourself with the specific complaints handling processes used by St. James's Place. Understanding their approach will help you demonstrate your alignment with their values and practices during any discussions.
✨Tip Number 2
Network with current or former employees of St. James's Place to gain insights into the company culture and expectations for the Senior Complaints Adviser role. This can provide you with valuable information that you can use to tailor your conversations.
✨Tip Number 3
Prepare to discuss your experience with complex complaint resolutions in detail. Be ready to share specific examples that highlight your problem-solving skills and ability to handle high-pressure situations effectively.
✨Tip Number 4
Research the latest trends and regulations in financial services, particularly those related to complaints handling. Being knowledgeable about current industry standards will show your commitment to excellence and your readiness for the role.
We think you need these skills to ace Senior Complaints Adviser
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Senior Complaints Adviser. Familiarise yourself with the key tasks such as investigating complaints, producing decision letters, and maintaining the complaints database.
Tailor Your CV: Highlight your relevant experience in complaint handling, particularly within the financial services industry. Emphasise your technical knowledge of pensions and investments, as well as any qualifications like the CII Level 4 Diploma in Financial Planning.
Craft a Strong Cover Letter: In your cover letter, express your passion for excellence and innovation, aligning your values with those of St. James's Place. Provide specific examples of how you've successfully resolved complex complaints in the past.
Proofread Your Application: Ensure that your application is free from errors. A well-written application reflects your attention to detail, which is crucial for the role. Consider asking a friend or colleague to review it before submission.
How to prepare for a job interview at St. James’s Place
✨Understand the Role Thoroughly
Before your interview, make sure you have a solid understanding of the Senior Complaints Adviser role. Familiarise yourself with the key responsibilities, such as investigating complex complaints and producing clear decision letters. This will help you articulate how your experience aligns with the job requirements.
✨Showcase Your Regulatory Knowledge
Since this role involves regulated complaint handling, be prepared to discuss your understanding of regulatory complaint handling rules. Highlight any relevant experience you have in this area, as it demonstrates your capability to navigate the complexities of financial services.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle difficult situations. Think of examples from your past experiences where you successfully resolved complaints or managed high-pressure situations, and be ready to explain your thought process.
✨Demonstrate Your Communication Skills
As a Senior Complaints Adviser, effective communication is crucial. Be prepared to showcase your ability to convey complex information clearly and concisely. You might be asked to explain how you would communicate decisions to clients, so practice articulating your thoughts in a straightforward manner.
