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Location: Cirencester Office
Employment Type: Permanent
This role sits within our Product Teams and is pivotal to the ongoing development of the Product Team focus. As a Bonds Product Specialist you'll support the resolution of client complaints and concession requests and incidents. The role holder will also be closer to the broader product proposition to give insights gained to support administration process improvement
What you’ll be doing:
- Responsible for reviewing and responding to concessions aligned to the relevant Product Team, ensuring that any concessions agreed remain within the appropriate regulatory framework and within autonomy limits.
- Responsible for responding to complaints to ensure these are being addressed effectively when required.
- Analysis of concession, escalations and complaints data to identify process and service improvements
- Further review of complaints, identified through complaint monitoring, to ensure root cause identifies improvement and this has been actioned by the administration teams
- Ensure improvements are recorded, referred and progression is monitored through to implementation
- Support the ‘executive’ cases referred by senior management including drafting appropriate acknowledgment (if required), referring to the appropriate business area for resolution, and updating the Partner where required, and maintaining oversight of cases
- Responsible for monitoring and progressing incidents which SS&C notify us of and updating the log and seeing through the incident from the start to closure of the incident.
- Support Service Delivery Manager(s) with escalations
- Provide coaching to administration colleagues in relation to complaints and concessions where required
- Ensure relevant information is recorded on Salesforce
Who we’re looking for:
- You'll have various system application knowledge such as Microsoft Office, Salesforce, MyPractice, iBusiness, EBS, ORC
- A clear approach to problem solving, demonstrating an ability to understand the Client and Partner perspective and required outcome
- Ability to seek and provide solutions by form of concession and potential process improvements using awareness of product, regulatory and legislative constraints and procedures, with reference to SJP colleagues where needed
- Ability to report and understand MI and to use this in combination with process knowledge to identify potential improvements
- Knowledge of the product is desirable but not essential as training will be provided.
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 and 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
