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Employment Type: Permanent
Locations Available - Cirencester, Bristol, Solihull, Edinburgh, Glasgow, Leeds, Newcastle or Exeter with hybrid options available.
We have a variety of opportunities for Complaint Advisers to join our Client Liaison division where you be responsible for handling complaints in a timely manner, investigating the background to our complaints, making effective decisions and recommendations to resolve the complaint fairly and promptly.
Who are we looking for:
You will have a curious and empathetic approach to work, a passion for customer service and working with people. The ability to stay calm in a changing work environment and have a happy and supportive nature.
What you’ll be doing:
- Investigating the complaints and identify the root cause of the issue
- Review all evidence; including documentation, recollections of those involved and what would be deemed reasonable, based on what we know.
- Collaborating closely with key stakeholders including the Partnership, Field Management, Business Assurance, external Actuaries, Professional Indemnity stakeholder, Admin Centres and relevant internal specialists to ensure all necessary expertise is used in investigating and resolving the complaint.
- Producing clear and well-written decision letters, explaining the conclusions reached, communicating confidently, sensitively and in an informed manner.
- Recording complaint details and their progress on our ‘Respond’ database.
Requirements:
- Experience of regulated complaint handling within the financial services industry.
- Time management skills - prioritising own workload, to ensure company and regulatory deadlines are met and responding to Important, ad-hoc requests.
- Flexible approach to work and change adaptability.
- CII Level 4 Diploma in Financial Planning or willingness to work towards.
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
