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Complaints Consultant (Quality Checking)

  • Financial Services
  • Cirencester
  • 10/04/2024
  • Permanent

Job Overview



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Work Location

Remote and/or Onsite

Job Description

If the link to apply for no longer works this may be because the job opportunity has closed early. We occasionally close vacancies early due to high volumes of applications. We would therefore recommend you complete your application prior to the closing date which is for guidance only.

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 or Bristol (remote working also considered)

Workplace Type: Hybrid

Employment Type: Permanent 

Seniority: Mid-Senior Level

Are you looking for a role where you can use your strong complaint management experience from within the financial services industry? Where you can apply your technical expertise in our handling of complaints?

The ideal candidates are likely to be qualified to Level 4 in Financial Planning or have equivalent complaints experience in some of the following areas; life, pensions, investments, mortgages, trusts and inheritance tax planning.

What you’ll be doing:

  • You’ll act as quality gatekeeper, protecting the SJP brand, by carrying out quality checks on complaint investigations.
  • Act as a point of contact for other team members to discuss complex technical and sensitive cases.
  • Deliver training for Client Liaison staff, meeting needs identified by managers.
  • Occasionally take a lead on or oversee the investigation of sensitive and high profile complaints, ensuring these are handled sensitively and promptly.

Who we’re looking for:

  • CII Level 4 Diploma in Financial Planning (or equivalent experience).
  • Strong technical knowledge of advice in at least two of the following product areas: life, pensions, investments, mortgages and trusts/IHT planning.
  • Several years’ experience of regulated complaint handling within the financial services industry.
  • Significant experience of dealing with complex complaint investigations e.g. pension transfers, IHT planning.
  • Experience of acting in a Quality Control role preferred.
  • Excellent communication skills, both verbal and written, and the ability to make appropriate, equitable and pragmatic decisions while clearly documenting reasoning and action required.
  • Strong and well-defined problem-solving skills, with the ability to determine appropriate resolution for complaints, balancing the needs of clients, Partners (financial advisers) and commercial considerations.
  • Ability to utilise judgement when applying technical knowledge and present this clearly and concisely.
  • Proactive identification and escalation of sensitive issues, to ensure senior-level awareness at an early stage.
  • Ability to build strong and trusting relationships with others, both internally and externally, through mutual respect.
  • PC Literate – including Excel, Word, Outlook

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.


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