This job is with St. James's Place, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly. Who are we looking for: We're seeking a Senior Complaints Adviser to join our appeals team. You'll be responsible for investigating more complex appeals that come through from clients and partners where they feel the original investigation has been mishandled or missed the original point of the complaint. The roles require individuals who have strong technical competencies and significant experience of investigating and resolving client advice, service or product-related complaints within the FS sector; making effective decisions and recommendations for redress. With at least a Level 4 in Financial Planning (or equivalent qualification/experience), you will bring Investment technical knowledge and a strong understanding of all other products and financial planning services offered by St. James's Place. What you'll be doing: Investigate complaints thoroughly, considering all evidence and collaborating with internal and external stakeholders for expertise, in investigating and resolving the complaint. You'll produce clear and well-written decision letters, explaining the conclusions reached, requiring minimal clarification or amendment at quality checking stage. Identify the root cause of each complaint, feeding back any concerns or trends identified and recommending training needs or other actions. Ensure compliance with regulatory complaint handling rules and uphold the principle of treating all clients fairly. Where necessary, negotiate a resolution with the client, undertaking client and Partner (SJP Financial Adviser) meetings as required. Demonstrate an excellent understanding of Regulatory complaint handling rules ensuring we comply with these. Act as an ambassador, demonstrating the ethics and commitment we expect and encourage from our staff and peers. Maintain accurate records of complaints using our database 'Respond', ensuring timely updates and detailed reports. What we're looking for: Significant proven experience in regulated complaint handling within the financial services industry. Excellent Investment technical knowledge and strong understanding of all other products and financial planning services offered by St. James's Place. Excellent communication skills, both verbal and written, with the ability to detail reasoning and actions clearly. CII Level 4 Diploma in Financial Planning or extensive demonstrable experience.