Complaint Manager/Handler - PENSIONS
Offering between £45,000 - £50,000 per annum
Accepting candidates from Bristol, Ipswich, Manchester and Edinburgh
Permanent
Hybrid working (3 days in office)

About The Role

In the role of a complaint handler, you will serve as the primary point of contact for addressing customer concerns and resolving issues effectively and efficiently. Your responsibilities will involve investigating complaints, gathering relevant information, and liaising with various departments to ensure swift resolution. As a crucial link between the company and its customers, you will use strong communication skills to listen empathetically to grievances, demonstrate understanding, and provide clear explanations of actions taken. Moreover, you will play a pivotal role in identifying recurring issues, contributing to process improvements, and maintaining customer satisfaction levels. Additionally, you will assist with completing detailed reports on a regular basis, both internally for the company's records and where required, externally for our clients, providing transparency and insight into the complaint resolution process.

Roles and Responsibilities

* Investigating complaints and drafting acknowledgements and final responses within the regulatory timeframes
* Communicating with clients to attempt resolution at the first point of contact and keep them updated throughout the resolution process
* Accurately recording complaints, ensuring the complaint file is organised and kept updated
* Deciding on appropriate levels of compensation
* Handling complaints referred to the Pensions Regulator and drafting responses
* Assisting with investigating and analysing root causes for complaints, escalating issues and trends, and suggesting solutions and actions
* Liaising with senior members of staff; communicating updates and core findings from analysis

Requirements

* Professional pensions qualifications or substantial progress expected - PMI and similar.
* A minimum of 4 years' experience of complaint handling in the pension sector. Experience in trust based pensions administration complaints handling is particularly preferred.
* Strong attention to detail and accuracy
* Excellent time management and the ability to prioritize workloads with conflicting importance.
* Ability to research, interpret and analyse complex data from a variety of sources.
* Logical approach to problem solving.

In our company values we aim for equity at all stages of the recruitment process, please let us know if we can do anything to make the process more accessible to you.