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For Companies At a Glance
- Tasks: Support Complaints Advisers with case handling and administrative tasks.
- Company: Join SJP, a leading FTSE 100 Wealth Management company focused on people and relationships.
- Benefits: Enjoy hybrid work, competitive leave, bonuses, and private medical insurance.
- Why this job: Be part of a culture that values innovation, autonomy, and social impact.
- Qualifications: Experience in regulated complaint handling and familiarity with financial products is preferred.
- Other info: We encourage applicants from all backgrounds; transferable skills are valued.
The predicted salary is between 36000 - 60000 £ per year.
Are you ready tochart your own career path? At SJP we need talented individuals like yourselfto support our evolving culture. If you’re seeking an employer that ispassionate about excellence, innovation and autonomy, SJP could be the placefor you.
At a glance:
Location: Cirencester Office
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 provide administrative and telephone support to the Complaints Advisers and Complaints Operations Managers.
To ensure that regulatory standards are met in the administration of complaints. Work with the Complaints Advisers to data gather and collate the information required to investigate the complaint or Partner Claims.
What you\’ll be doing:
Case Handling and Administration
- To read, understand and log new complaints and case reviews within the relevant regulatory timescales.
- To work with the Complaints Advisers to data gather and collate the information needed to review complaints and case review cases.
- To be able to obtain information from our systems, including Saleforce and I-business.
- To manage and complete daily tasks, to include chasing Partner responses/files, chasing information from third parties and requesting fiche and information from the Administration Centres and escalating urgent or sensitive issues as required
- To be able to follow diary tasks and take ownership of the provision of standard and non standard letters associated with the complaints and case reviews you have set up. This will include acknowledgements, 4 and 8 week updates, post acceptance letters and processing of simple acceptances as received and making payments as directed.
- To accurately copy and duplicate files for submission to the FOS or external actuaries.
- Manage, monitor and review the Client Liaison and Case Review ‘In Boxes’ daily handling responses as required and co-ordinating the allocation of work to other team members as required
- To produce monthly, weekly and adhoc MI and distribute as and when required by the Management Team.
- Support the Administration team in all tasks they carry out providing training and coaching for new starters
- Support the Complaints Operations Manager and deputise when required.
Communications/Interfaces
- Effectively escalate information to management, as appropriate.
- Communicate effectively with clients, admin team and the Complaints Advisers.
- Liaise with the Partnership and Field Management to manage both SJP and clients’ expectations and provide findings and feedback as necessary.
- Interact effectively with other divisions within the Group, with outsourced complaints handling functions and third parties
- Experience of regulated complaint handling within financial services.
- Understanding of life, pension, investment and mortgage products to identify the product being complained about.
- Understanding of the Time Bar principle and awareness of when this can be applied.
- Understanding of FOS and the importance of the data recorded.
- Working towards either the CII Level 3 Certificate in Financial Service or the Communications Qualification with The Institute of Customer Service.
- Understanding of the payments system, ensuring all payments are made promptly and in line with company guidance.
- Experience of using Respond.
- Familiar with excel and word.
What\’s in it for you?
We reward youfor the work you do, whether that’s through our discretionary annual bonus scheme that reflects bothpersonal and company performance, competitive annual leave allowance (28 daysplus bank holidays, with the option to purchase an additional 5 days), oronline rewards platform with a variety of discounts.
We also havebenefits to support whatever stage of life you are in, including:
- Competitive parental leave (26 weeks full pay)
- Private medical insurance (optional taxable benefit)
- 10% non-contributory pension (increasing with length of service)
Reasonable Adjustments
We\’re an equalopportunities employer and want to ensure our recruitment process is accessibleand inclusive for all, if you require reasonable adjustment(s) at any stageplease let us know by emailing us at careers@sjp.co.uk
Research tells usthat applicants (especially those from underrepresented groups) can be put offfrom applying for a role if they do not meet all the criteria or have been onan extended career-break. If you think you would be a good match for this role andcan demonstrate some transferable experience please apply, regardless ofwhether you tick every box.
What\’s next?
If you\’re excitedabout this role and believe you have the skills and experience we\’re lookingfor, we\’d love to hear from you! Please submit an application by clicking‘apply’ below and our team will be in touch.
As a businessregulated by the FCA we would advise you to familiarise yourself with theconduct regulations and in particular consumer duty obligations prior to aninterview with SJP.
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Senior Complaints Administrator 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 Administrator
✨Tip Number 1
Familiarise yourself with the regulatory standards and complaint handling processes specific to the financial services sector. Understanding the Financial Ombudsman Service (FOS) and the Time Bar principle will give you an edge in discussions during the interview.
✨Tip Number 2
Brush up on your knowledge of life, pension, investment, and mortgage products. Being able to identify the product being complained about will demonstrate your expertise and readiness for the role.
✨Tip Number 3
Prepare to discuss your experience with case handling and administration. Think of specific examples where you've successfully managed complaints or administrative tasks, as this will showcase your relevant skills.
✨Tip Number 4
Show your enthusiasm for the company’s values by researching St. James's Place and their commitment to excellence, innovation, and autonomy. Be ready to articulate how your personal values align with theirs during the interview.
We think you need these skills to ace Senior Complaints Administrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaints handling and administration. Use keywords from the job description, such as 'case handling', 'regulatory standards', and 'communication skills' to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how your previous experience aligns with the responsibilities outlined in the job description, particularly your ability to manage complaints and work with various stakeholders.
Showcase Relevant Skills: Highlight your proficiency in tools mentioned in the job description, like Salesforce and Excel. If you have experience with financial services or regulated complaint handling, make sure to include that as well, as it will strengthen your application.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for the role of Senior Complaints Administrator.
How to prepare for a job interview at St. James’s Place
✨Understand the Regulatory Environment
Familiarise yourself with the conduct regulations and consumer duty obligations that govern financial services. This knowledge will demonstrate your commitment to compliance and your understanding of the industry's standards.
✨Showcase Your Complaint Handling Experience
Be prepared to discuss your previous experience in handling complaints, particularly within regulated environments. Highlight specific examples where you successfully resolved issues and maintained client satisfaction.
✨Demonstrate Strong Communication Skills
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely, and be ready to explain how you would manage expectations with clients and colleagues alike.
✨Prepare for Technical Questions
Brush up on your knowledge of life, pension, investment, and mortgage products, as well as the Time Bar principle. Being able to discuss these topics confidently will set you apart from other candidates.
