Customer Service Specialist (Partnership Accounts)

St. James'S Place; Cirencester; Hybride; GBP 25 000 - 38 000; Plein temps

Avantages offerts par ce poste

28 days annual leave

Bank holidays with option to purchase

Private Medical Insurance

Generous Pension Scheme

Enhanced Parental Leave

Critical illness cover

EV salary sacrifice scheme

Résumé du poste

St. James'S Place in Cirencester is seeking a Customer Service Specialist (Partnership Accounts) to join the Partner Remuneration team on a 7-month fixed-term contract. You will handle remuneration queries via phone and email, supporting Partners and FMT with expert guidance on payments and metrics.

The role emphasizes autonomy, relationship-building and delivering consistently excellent service within a high-performing helpdesk environment.

Qualifications

• Strong communication skills with the ability to explain complex information clearly.
• Proven experience building effective relationships with diverse stakeholders.
• Analytical thinker able to investigate issues and derive actionable outcomes.
• Excellent organisational skills to manage multiple priorities autonomously.
• Comfort with numerical data and reporting.

Responsabilités

• Support Partners via phone and email with remuneration-related queries.
• Provide guidance on systems, reporting, payments and metrics.
• Build stakeholder relationships to ensure high service levels.
• Prepare and present information to Partners and FMT on operations.
• Assist with training and identify knowledge gaps.

Connaissances

Strong communication skills

Relationship building

Analytical mindset

Organisational skills

Problem solving

Outils

Salesforce

BlueDoor

Optymyze

Description du poste

Are you ready tochart your own career path? With our refreshed strategy, we’re building on our rich heritage and transforming our business to be more scalable and efficient, unlocking the capabilities needed for future success. This includes significantly investing in technology, streamlining the way we work and creating an environment where colleagues feel engaged, empowered and accountable; where they can show up, speak up and perform - because we believe in the difference our work makes.

At a glance:

Location: Cirencester Office

Workplace Type: Hybrid

Employment Type: 7 month Fixed-Term Contract

Seniority: Associate

About the role:

The Partner Remuneration Operations department is responsible for ensuring accurate and timely payments to Partners, along with providing a high level of service in managing all related queries. The department is made up of three operational teams that collectively oversee the end-to-end Partner payment process.

Two of these teams focus on processing and back-office functions, handling the logging, reconciliation, processing, and administration of Partner payments and remuneration data. The third team, Partnership Accounts, is a Partner-facing function that manages direct queries and supports Partners in understanding their payments. Together, these teams ensure that all aspects of Partner Remuneration are delivered efficiently, accurately, and in line with service standards.

As a Customer Service Specialist (Partnership Accounts), as known as Partnership Accounts Specialist internally, you'll play a key role in delivering a high-quality, Partner-focused service within the Partner Remuneration team. Working as part of a high-performing operational helpdesk, you'll support SJP Partners and FMT by managing a wide range of remuneration-related queries via phone and email, providing technical guidance on systems, reporting, payments and Partner qualification metrics.

What you'll be doing:

• Building an understanding of Partner Remuneration across all products types with in-depth knowledge of associated Partner Benefits that impact overall Partner Remuneration.
• Building and managing relationships with key stakeholders across the business and Partnership, to ensure delivery of consistently high levels of service.
• Preparing and hosting presentations to Partners and FMT on all aspects of Partner Operations.
• Working autonomously, managing own workload alongside various other priorities.
• Allocating admin tasks as appropriate into the team and manage timescales accordingly.
• Managing a wide range of queries via e-mail and telephone as part of a team who are responsible for handling all inbound calls and emails from the Partnership and FMT.
• Supporting with training and identify and raise knowledge and training gaps.

About you:

We're looking for a confident and curious problem solver who enjoys building relationships and delivering excellent service. You'll be comfortable handling complex queries, working with a variety of stakeholders and taking ownership to investigate issues and deliver the right outcome, whilst continuously developing your technical knowledge.

Essential Criteria:

• Strong communication skills, with the ability to explain complex information in a clear and simple way.
• Proven experience building effective relationships and managing a variety of stakeholders.
• Analytical and investigative mindset, with strong problem-solving skills and attention to detail.
• Excellent organisational skills with the ability to manage multiple priorities and work autonomously.
• Confidence working with numerical information and interpreting data.
• Resilient, adaptable and customer-focused, with a genuine desire to learn and improve.

Desirable Criteria:

• Knowledge of Partner Remuneration, fee structures or financial services operations.
• Understanding of SJP's Partnership model, business structure and key internal stakeholders.
• Experience using BlueDoor, Salesforce, Optymyze or other relevant business systems.
• Strong Excel skills and experience working with financial or operational data.

What's in it for you?

Whatever stage of life you're in, our benefits are designed to provide the support, flexibility, and peace of mind you need to thrive both at work and beyond.

In addition to our discretionary annual bonus scheme, which reflects both individual and company performance, you'll benefit from a market-leading benefits package tailored to support your wellbeing, financial security, and family life.

Our benefits include:

• 28 days' annual leave plus bank holidays, with the option to purchase up to 5 additional days.
• Private Medical Insurance – company-funded cover for you and your immediate family
• Generous Pension Scheme – a non-contributory employer contribution of 10%, increasing with length of service up to 15%, plus the opportunity to increase this through salary sacrifice
• Enhanced Parental Leave – up to 26 weeks' full pay to support growing families.
• Protection Benefits – company-funded critical illness cover, income protection, and life assurance
• EV salary sacrifice scheme through Tusker

Reasonable Adjustments

We're an equal opportunities employer and want to ensure our recruitment process is accessible and inclusive for all, 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.