Overview
Join to apply for the Client Liaison Administrator role at St. James’s Place.
Are you ready to chart your own career path? With our refreshed strategy, we’re building on our heritage and transforming our business to be more scalable and efficient, unlocking capabilities for future success. This includes investing in technology, streamlining the way we work and creating an environment where colleagues feel engaged, empowered and accountable.
Location and Employment
Location: Cirencester (fully on-site)
Workplace Type: On-Site
Employment Type: Permanent
Seniority: Entry Level
The role
You’ll provide administrative and telephone support to the Complaint Advisers. You will ensure that regulatory standards are met in the administration of complaints and work with the Complaints Advisers to data gather and collate the information required to investigate the complaint or case review.
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 obtain information from our systems, including Stothers and I-business.
* To manage and complete daily tasks, including chasing Partners for comments, chasing information from third parties and requesting fiche and information from the Administration Centres.
* To follow diary tasks and take ownership of the provision of standard letters associated with the complaints and case reviews you have set up. This includes 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.
* To monitor and review the Client Liaison and Case Review ‘In Boxes’ daily.
Communications/Interfaces
* Escalate information to management as appropriate and communicate effectively with clients 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, outsourced complaints handling functions and third parties.
Essential Criteria
* Some 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.
Desirable Criteria
* Familiar with Excel and Word.
* Strong communication skills.
* Understanding of the payments system, ensuring all payments are made promptly and in line with company guidance.
* Experience of using Respond.
What’s in it for you?
We reward you for the work you do, whether 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)
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 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, 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 consumer duty obligations prior to an interview with SJP.
Seniority level: Entry level
Employment type: Full-time
Job function: Other
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