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- Tasks: Investigate and resolve client complaints, ensuring fair treatment and effective communication.
- Company: St. James's Place is a leading FTSE 100 Wealth Management company focused on long-term relationships.
- Benefits: Enjoy hybrid working, a non-contributory pension, private medical insurance, and generous holiday entitlement.
- Why this job: Join a culture of excellence and innovation while making a real social impact in the community.
- Qualifications: Experience in regulated complaint handling and strong communication skills are essential; relevant qualifications preferred.
- Other info: Flexible working options available; we encourage diverse applicants to apply.
The predicted salary is between 28800 - 43200 £ per year.
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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: Associate
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.
The role:
You’ll investigate and resolve individual client advice, Partner-service or product-related complaints; making decisions and recommendations for redress and communicating decisions in respect of complaints to the client and members of the Partnership. Ensure St. James’s Place treats its clients fairly by reviewing complaints fairly, effectively and promptly. You’ll have a good understanding of Regulatory complaint handling rules and ensure we comply with these.
What you\’ll be doing:
- When a complaint has been made, investigate the background to the issue, consider what should have happened and make decisions and recommendations to resolve the complaint fairly.
- To review all evidence; including documentation, recollections of those involved and what would be deemed reasonable, based on what we know.
- To liaise with the Partnership, Field, Business Assurance, external Actuaries, Professional Indemnity stakeholder, Admin Centres and relevant internal specialists to make sure all necessary expertise is used in investigating and resolving the complaint.
- To ensure each complaint is handled in line with the principle of treating all our clients fairly and in a cost-effective manner.
- Where necessary, to negotiate a resolution with the client.
- To produce clear and well-written decision letters, explaining the conclusions reached, communicating confidently, sensitively and in an informed manner.
- To identify the root cause of each complaint.
- To ensure the complaints database ‘Respond’ is kept up to date with the progress of each complaint, accurately records details of the complaint, the outcome and the cost to the business, and includes an accurate complaint report summarising the case.
- To prioritise own workload, to ensure company and regulatory deadlines are met. Demonstrating a flexible approach to work and requirements, with the ability to manage and adjust the working day as required in order to respond to important, ad-hoc requests, as required.
Essential Criteria
- A good technical understanding of all products, including life, pensions and investments – as well as Trusts and all types of Tax.
- Experience of regulated complaint handling within the financial services industry.
- Excellent communication skills, both verbal and written, and the ability to make decisions and clearly document reasoning and action required.
- CII Certificate in Financial Planning (CF1-5) or Financial Planning Certificate (FPC1-3) as a minimum. CII Level 4 Diploma in Financial Planning or willingness to work towards.
- Ability to use judgement when applying technical knowledge, presenting this clearly and concisely, in a way that is easily understood by others.
Flexible Working
We know that everyone works best in different ways, at different times and in different environments. We value all of our employees and appreciate that everyone is different, and at different 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, 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 benefit 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 maternity and paternity leave.
- Private Medical and Dental Insurance
- 28 days holiday entitlement plus bank holidays (based on full-time equivalent) with the option to buy an additional up to 5 days
- 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 diverse 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 UK.
SJP are 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
To find out more visit: https://www.sjp.co.uk/about-us/our-awards-and-recognition
How To Apply
To apply for this role please click on the Apply button below.
We occasionally close vacancies early due to high volumes of applications. We would therefore recommend you complete your application prior to the closing date which is for guidance only.
Careers at SJP | St. James’s Place Careers
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.
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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 Complaints Adviser
✨Tip Number 1
Familiarise yourself with the regulatory complaint handling rules specific to the financial services industry. Understanding these regulations will not only help you in the role but also demonstrate your commitment to compliance during the interview.
✨Tip Number 2
Brush up on your communication skills, especially in conveying complex information clearly and sensitively. Practising how to articulate your thoughts can be beneficial, as effective communication is key in resolving complaints.
✨Tip Number 3
Network with current or former employees of St. James's Place to gain insights into their culture and expectations. This can provide you with valuable information that may help you tailor your approach during the interview process.
✨Tip Number 4
Prepare examples from your past experience where you've successfully resolved complaints or handled difficult situations. Being able to share these stories will showcase your problem-solving abilities and your fit for the Complaints Adviser role.
We think you need these skills to ace Complaints Adviser
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Complaints Adviser at St. James's Place. Familiarise yourself with their approach to client complaints and the importance of treating clients fairly.
Tailor Your CV: Highlight your experience in regulated complaint handling within the financial services industry. Emphasise your communication skills and any relevant qualifications, such as the CII Certificate in Financial Planning.
Craft a Strong Cover Letter: In your cover letter, express your passion for customer service and your commitment to resolving complaints effectively. Use specific examples from your past experiences that demonstrate your problem-solving abilities and understanding of regulatory compliance.
Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, and that your documents are clear and professional. A well-presented application reflects your attention to detail.
How to prepare for a job interview at St. James’s Place
✨Understand the Role
Before your interview, make sure you have a solid understanding of what a Complaints Adviser does. Familiarise yourself with the key responsibilities, such as investigating complaints and ensuring fair treatment of clients. This will help you answer questions confidently and demonstrate your genuine interest in the role.
✨Brush Up on Regulatory Knowledge
Since the role involves handling complaints within the financial services industry, it's crucial to be well-versed in regulatory complaint handling rules. Review relevant regulations and guidelines to show that you can navigate compliance issues effectively during the interview.
✨Prepare for Scenario Questions
Expect scenario-based questions where you'll need to demonstrate your problem-solving skills. Think of examples from your past experiences where you've successfully resolved complaints or handled difficult situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Showcase Your Communication Skills
As a Complaints Adviser, excellent communication is key. Be prepared to discuss how you would communicate decisions to clients sensitively and clearly. During the interview, practice articulating your thoughts concisely and confidently, as this will reflect your ability to handle client interactions effectively.
