Assurance & Pensions Complaints Handler - Hybrid Job Belfast area,Northern Ireland UK,Insurance

Position: Life Assurance & Pensions Complaints Handler - Hybrid

Ashton Recruitment require several Complaints Handlers for our client based in the City Centre area of Belfast

Position
:
Life Assurance & Pensions Complaints Handler

Location
:
Belfast

Duration
:
Permanent

Pay Rate
: £2000 - £2200 per month

Hours of work
:
Monday - Friday, 09:00-17:00

Ashton Recruitment is recruiting Life Assurance, Whole‑of‑Life and Pensions Complaints Handlers on behalf of a leading global technology and business services provider based in Belfast City Centre. The organisation delivers specialist complaints handling and customer service solutions across the life assurance, whole‑of‑life, pensions, and general insurance sectors, supporting major UK financial services providers.

This role is ideal for candidates with experience in life assurance administration, whole‑of‑life or pensions servicing, insurance complaints handling, or regulated customer service, who are seeking a long-term, permanent opportunity with hybrid working.

Duties will include:

Handle complaints relating to life assurance, whole‑of‑life policies, pension products, and protection insurance from policyholders and Independent Financial Advisers (IFAs)

Investigate complaints covering policy administration, underwriting decisions, claims outcomes, premium queries, cancellations, maturity values, transfers, and policy servicing

Respond to customers via written correspondence, email and internal systems

Prioritise and manage complaint cases in line with the Work Management System and SLAs

Liaise with internal departments and external stakeholders (including pension trustees or providers where relevant) to ensure fair, compliant resolutions

Draft clear, professional and empathetic final response letters

Provide regular updates to customers regarding progress and timescales

Ensure complaints are handled in line with FCA regulations, pensions governance standards, and internal compliance procedures

Maintain high standards of confidentiality, data protection and fraud prevention

Identify trends and contribute to continuous improvement initiatives across life, pensions and insurance products

Essential Criteria:

Proven experience in life assurance, whole‑of‑life, pensions, or broader insurance administration
Background in financial services, protection products, pensions administration, or regulated customer resolution
Strong written communication skills and excellent attention to detail
Ability to work effectively within a regulated, compliance-driven environment

Desirable Criteria:

Previous experience in a Life Assurance/Insurance/Pensions Complaints Handler role
Knowledge of FCA complaint handling rules, pensions‑related regulatory requirements, and industry best practice
CeFA qualification completed or willingness to work towards it (or similar financial services qualifications such as CF1, LP2, or pensions‑related certifications)

What's on Offer

Permanent role with a global, well‑established organisation
Hybrid working after 3 months
Structured training and long-term career development
Opportunity to build expertise within a specialist life assurance, whole‑of‑life and pensio ns complaints team

Ashton Recruitment is acting as a Recruitment Agency.

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