Senior Complaints Administrator

Are you ready tochart your own career path? At SJP we need talented individuals like yourselfto support our evolving culture. If you’re seeking an employer that ispassionate about excellence, innovation and autonomy, SJP could be the placefor 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

• 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.

Communications / Interfaces

What's in it for you?

We reward youfor the work you do, whether that’s through our discretionary annual bonus scheme that reflects bothpersonal and company performance, competitive annual leave allowance (28 daysplus bank holidays, with the option to purchase an additional 5 days), oronline rewards platform with a variety of discounts.

We also havebenefits to support whatever stage of life you are in, including :

Reasonable Adjustments

We're an equalopportunities employer and want to ensure our recruitment process is accessibleand inclusive for all, if you require reasonable adjustment(s) at any stageplease let us know by emailing us at careers@sjp.co.uk

Research tells usthat applicants (especially those from underrepresented groups) can be put offfrom applying for a role if they do not meet all the criteria or have been onan extended career-break. If you think you would be a good match for this role andcan demonstrate some transferable experience please apply, regardless ofwhether you tick every box.

What's next?

If you're excitedabout this role and believe you have the skills and experience we're lookingfor, we'd love to hear from you! Please submit an application by clicking‘apply’ below and our team will be in touch.

As a businessregulated by the FCA we would advise you to familiarise yourself with theconduct regulations and in particular consumer duty obligations prior to aninterview with SJP.

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