Senior Complaints Administrator

St. James's Place; Cirencester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading FTSE 100 Wealth Management company is looking for a Senior Complaints Administrator in Cirencester. The role involves supporting complaint handling, ensuring regulatory standards, and managing data effectively within a hybrid working environment. This position offers a competitive package including a discretionary annual bonus and various benefits.

Benefits

Discretionary annual bonus

Competitive leave

Online rewards platform

Private medical insurance

Pension

Qualifications

• Experience in regulated complaint handling within financial services.
• Knowledge of life, pension, investment, and mortgage products.
• Working towards relevant professional qualifications.

Responsibilities

• Provide administrative and telephone support to Complaints Advisers.
• Log new complaints and manage daily tasks effectively.
• Produce and distribute MI reports as required.

Skills

Experience in regulated complaint handling

Understanding of life, pension, investment, and mortgage products

Knowledge of Time Bar principle and FOS data recording

Experience with Respond, Excel, and Word

Education

Working towards CII Level 3 Certificate or Customer Service qualification

Job description

Social network you want to login/join with:

Senior Complaints Administrator, Cirencester

Client:

St. James's Place

Location:

Cirencester, United Kingdom

Job Category:

Other

EU work permit required: Yes

Job Reference:

20090fa51405

Job Views:

4

Posted:

29.06.2025

Expiry Date:

13.08.2025

Job Description:

Are you ready to chart your own career path? At SJP, we need talented individuals like yourself to support our evolving culture. If you’re seeking an employer passionate about excellence, innovation, and autonomy, SJP could be the place for you.

At a glance:

• Location: Cirencester Office
• Workplace Type: Hybrid
• Employment Type: Permanent
• Seniority: Associate

Who We Are

People have always been at the heart of St. James’s Place. We value long-term relationships and are a home for people who care about the future – financially, environmentally, and socially. These core values have enabled us to become a leading FTSE 100 Wealth Management company.

The role:

You’ll provide administrative and telephone support to the Complaints Advisers and Complaints Operations Managers, ensuring regulatory standards are met in complaint administration. Work with the Complaints Advisers to gather and collate data required for investigating complaints or Partner Claims.

What you'll be doing:

• Log new complaints and case reviews within relevant regulatory timescales.
• Assist in data gathering and collation for complaint reviews.
• Obtain information from systems like Salesforce and I-business.
• Manage daily tasks, including chasing responses, information, and escalating urgent issues.
• Follow diary tasks and handle correspondence related to complaints and case reviews.
• Copy and duplicate files for submission to FOS or external actuaries.
• Monitor and review client and case inbox responses, coordinate workload.
• Produce and distribute MI reports as required.
• Support and train new team members.
• Support the Complaints Operations Manager and deputise when needed.

Communications/Interfaces

• Escalate information to management appropriately.
• Communicate effectively with clients, admin team, and Complaints Advisers.
• Manage expectations with partners and clients, provide feedback.
• Interact with other divisions, outsourced functions, and third parties.

Qualifications and Experience:

• Experience in regulated complaint handling within financial services.
• Understanding of life, pension, investment, and mortgage products.
• Knowledge of the Time Bar principle and FOS data recording.
• Working towards CII Level 3 Certificate or Customer Service qualification.
• Experience with Respond, Excel, and Word.

What's in it for you?

• Discretionary annual bonus, competitive leave, online rewards platform.
• Benefits including parental leave, private medical insurance, pension.

Reasonable Adjustments

We are an equal opportunities employer. If you require adjustments during the recruitment process, please contact us. We encourage applicants from underrepresented groups and those with transferable experience to apply, even if they do not meet every criterion.