Senior Pensions Complaints Handler - 3 days at home 2 days office

Job Description

Reed Financial services are pleased to be working with a National and highly recognised Wealth Management firm who value long-term relationships and who are a home for people who care about their futurefinancially, environmentally and socially. Thesecore values have enabled themto become a leading FTSE 100 Wealth Management company.They have a rare opportunity for a Senior Complaints Advisor to join their Client Liaison Division, where the successful person will investigate and resolve Client Advice, Partner-service and product related complaints, with a particular focus on complexand high-profile Pension cases and other forensic investigations.Location: Hybrid 2 days a week in office and 3 days remote - Office locations available for this role are Cirencester or Bristol.Who we are looking for:A highly organised person who is approachable personable and has excellent decision and reasoning skills. You will be an excellent letter writer, with an eye for detail but with an overarching supportive and adaptable approach to work.Key Responsibilities:To investigate and resolve individual client advice, Partner-service or product-related complaints, with a particular focus on complex and high-profile Pension cases and other forensic Investigations.Make decisions and recommendations for redress, and achieve very high-quality checking (QC) results. Acting as a subject matter expert, support the resolution of complex case issues for the wider team.To produce clear and well-written decision letters, explaining the conclusions reached, requiring minimal clarification or amendment at quality checking stage.To identify the root cause of each complaint, feeding back any concerns or trends identified and recommending training needs or other actions.To ensure the complaints database Respond is kept up to date with the progress of each complaint, accurately recording details of the complaint, the outcome and the cost to the business.,.To communicate decisions in respect of complaints to the client ,the Partnership other areas as required.To ensure St. Jamess Place treats its clients fairly by reviewing complaints promptly, thoroughly, effectively and in a cost-effective manner.Where necessary, to negotiate a resolution with the client, undertaking client and Partner meetings as required.To have an excellent understanding of Regulatory complaint handling rules and ensure we comply with these.Act as an ambassador, demonstrating the ethics and commitment we expect and encourage from our staff and peers.Skills Required:Strong verbal and written communication skillsAbility to present cases and decisions clearly and concisely to senior management, both verbally and in writing.Stays calm under pressure, demonstrating effective time management, with the ability to react to changes as they present.Special Requirements:Strong Pensions knowledgeRelevant Complaint Handling experienceFinancial Planning Diploma is essentialChartered status or working towards chartered will be an advantage