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Location: Cirencester Office
Workplace Type: Hybrid
Employment Type: Permanent
Seniority: Associate
Who we’re looking for:
We are seeking an empathetic individual for our Client Management team who has proven experience of regulated complaint handling within the financial services. This role requires a confident communicator both verbally and written, who is sensitive and has effective relationship management and rapport building skills.
What you’ll be doing:
- Where a complaint has been made, to 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.
- Produce clear and well-written decision letters, explaining the conclusions reached, communicating confidently, sensitively and in an informed manner.
- To collaborate closely with the Partnership, Field Management, Business Assurance, external Actuaries, Professional Indemnity stakeholders, Admin Centres and relevant internal specialists to make sure all vital 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 an efficient manner.
- Where necessary, to negotiate a resolution with the client.
- Effectively manage own workload, to ensure company and regulatory deadlines are met. Demonstrating a flexible approach to work and requirements, with the ability to adjust the working day as required in order to respond to important, ad-hoc requests, as required.
(Required Technical Knowledge & Qualifications)
- A good technical understanding of all products, including life, pensions and investments – as well as Trusts and all types of Tax.
- CII Level 4 Diploma in Financial Planning.
What's in it for you?
- Private Medical - up to family cover paid for by Company– via BUPA. No excess for claims.*
- Meaningful protection benefits with real value, such as 10X life cover, PHI, and critical illness.*
- Non-Contributory Pension – 10% (increasing with length of service up to 15%) with further pension matching.
- Parental leave – 6 months full pay
- Babylon GP app (connects you with a virtual GP in a matter of hours)
- 28 days holiday entitlement plus bank holidays (based on full-time equivalent) with the option to buy up to an additional 5 days holiday
*Not applicable to Fixed-Term Contracts (standard uplift applies in lieu of the protection benefits)
Flexible Working
We know that everyone works best in different ways, at different times and in different environments. 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.
