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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/Bristol Hybrid (fully remote working also considered)
Workplace Type: Hybrid
Employment Type: Permanent
Seniority: Mid-Senior Level
Main purpose of role:
Working as part of the FOS Complaints Team, your role will be to resolve complaints submitted by clients to the Financial Ombudsman Service (FOS) through effective representation and negotiation with the FOS.
This role will suit someone with strong experience from a complaints role within the financial services sector. Preferably qualified with a Level 4 Diploma in Financial Planning, or qualified by experience.
What you’ll be doing:
- You’ll act as a quality gatekeeper, protecting the SJP brand, by conducting quality assurance of complaint investigations and decisions before submission to the FOS.
- You’ll ensure an appropriate and robust defence of SJP’s position on the complaint is presented to FOS.
- Act as a point of contact for Complaint Resolution Advisers.
- Share any learning identified from quality assurance undertaken to improve the quality and consistency of decisions reached, suggesting areas where departmental policy may be improved to reflect our experience of FOS decisions received.
- Develop a strong understanding of the requirements of the Financial Ombudsman Service and to build mutually respectful relationships.
Who we’re looking for:
- A strong technical understanding of products (investments/pensions/life) within the financial advice sector.
- Extensive experience from a complaints role within the financial advice industry.
- Ability to take a professional, measured and reflective approach when dealing with all stakeholders.
- An excellent understanding of the purpose and work practice of the FOS, the rules for FOS submissions and the Time-bar principle.
- CII Level 4 Diploma in Financial Planning (or equivalent experience).
What's in it for you?
- Private Medical - up to family cover paid for by Company– via BUPA.*
- 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 [email protected]
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.
