Senior Complaints Administrator
St. James’s Place
Date: 8 hours ago
City: Cirencester, England
Contract type: Full time
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 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
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:
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.
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.
- 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.
- Strong communication skills.
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 (26 weeks full pay)
- Private medical insurance (optional taxable benefit)
- 10% non-contributory pension (increasing with length of service)
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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