Client Liaison Administrator

St. James's Place (SJP) works in partnership to plan, grow and protect our clients’ financial futures. We deliver personalised, face-to-face financial advice to our clients, who trust us to manage their money to reach their goals. We provide this service via the Partnership, a network of qualified, expert advisors. We put financial wellbeing and responsible business choices at the heart of everything we do. We believe in the value of difference and know that diverse teams can help us problem solve and innovate for clients.

We look for people to join SJP to make an impact and to contribute to our culture which is based around long term relationships, doing the right thing, and being the best version of ourselves.

Location: Cirencester Office

Workplace Type: Hybrid

Employment Type: Permanent

Seniority: Entry Level

Main Purpose of role:

You’ll provide administrative and telephone support to our Complaints Advisers, ensuring that regulatory standards are met in the administration of complaints.

Working with the Complaints Advisers, you’ll data gather and collate the information required to investigate complaints or case reviews.

What you’ll be doing:

• Read, understand and log new complaints and case reviews within the relevant regulatory timescales.
• Working with the Complaints Advisers to data gather and collate the information needed to review complaints and case review cases, including obtaining information from our systems.
• Manage and complete daily tasks, to include chasing Partner responses/files, information from third parties and requesting information from our Administration Centres.
• Provision of standard letters associated with the complaints and case reviews you have set up (this will include acknowledgements, regular updates, post acceptance letters and processing of simple acceptances as received and making payments as directed).
• Accurately copy and duplicate files for submission to the FOS or external actuaries.
• Monitor and review the Client Liaison and Case Review ‘In Boxes’ daily.
• Produce monthly, weekly and adhoc MI and distribute as and when required by the Management Team.
• Effectively escalate information to management, as appropriate.
• Communicate effectively with clients and the Client Liaison Officers.
• Liaise with the Partnership (our Financial Advisers) and Field Management Team to manage both SJP and clients’ expectations, providing findings and feedback as necessary.
• Interact effectively with other divisions within the Group, with outsourced complaints handling functions and third parties.

Who we’re looking for:

• Previous administrative experience of regulated complaint handling within financial services preferred.
• Knowledge of life, pension, investment and mortgage products (or ability to quickly acquire that knowledge).
• Ability to build strong and trusting relationships with others, both internally and externally.
• Effective communicator, identifying information to be escalated and shared with peers.
• Sound IT/systems skills and experience.

What's in it for you?

• Private Medical paid for by Company.
• 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
• 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.

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 us at careers@sjp.co.uk

What's next?

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 in particular consumer duty obligations prior to an interview with SJP.

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