Complaints Adviser

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!

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

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!

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.

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

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.