Life & Pensions Complaints Handler

Ashton Recruitment is recruiting on behalf of our client for an experienced Life & Pensions Complaints Handler to join their financial services operation in Romford.

Life & Pensions Complaints Handler

Location:

Romford, Essex
Job Type: Full-time, Permanent

This is an excellent opportunity for someone with experience within financial services and a strong understanding of Life & Pensions products to develop their career within a regulated complaints environment.

The successful candidate will investigate and respond to complaints from policyholders and IFAs, working with internal and external stakeholders to achieve fair and appropriate customer outcomes.

• Manage complaints received from policyholders and IFAs across multiple channels
• Investigate complaints thoroughly and ensure cases are progressed in line with agreed service standards
• Prioritise complaint cases using internal work management systems
• Liaise with internal departments and external parties to gather information and resolve complaints
• Prepare clear, professional and considerate written responses to customers
• Ensure customers are treated fairly and receive appropriate outcomes
• Keep customers informed of progress and any delays throughout the complaint process
• Take ownership of complaints from receipt through to resolution
• Identify opportunities to improve customer service and internal processes
• Work within relevant financial services legislation, compliance requirements and internal procedures
• Ensure all data security procedures are followed
• Follow fraud prevention controls to protect customers and their policies
• Maintain accurate records and case notes throughout the complaint investigation process

• Previous experience working within financial services
• Demonstrable knowledge and understanding of Life and/or Pensions products and administration
• Strong written communication skills
• Ability to investigate issues and reach fair, evidence-based conclusions
• Strong attention to detail
• Good organisational and time-management skills
• Ability to manage a varied caseload and work to deadlines
• Confident communicating with customers and internal stakeholders
• Strong customer service skills and a focus on achieving positive customer outcomes
• Comfortable working within a regulated environment

• Previous experience working as a Complaints Handler within Life & Pensions
• Previous experience investigating regulated financial services complaints
• Experience dealing directly with policyholders and IFAs
• Certificate in Financial Administration, or willingness to work towards the qualification

You will have a good understanding of Life & Pensions administration and be comfortable investigating customer complaints, reviewing information from several sources and producing clear written responses.

You will be confident dealing with customers in potentially difficult situations while remaining professional, fair and focused on achieving the right outcome.

Previous experience as a Complaints Handler, Financial Services Complaints Handler, Pensions Administrator, Life & Pensions Administrator or Customer Resolution Specialist would be particularly relevant.

If you have financial services experience and a strong understanding of Life & Pensions products, we would be keen to hear from you.