Senior Pensions Complaint Handler

Senior Pensions Complaints Handler

• Liverpool City Centre (Hybrid - 1 day from home after training)
• Salary:
  Up to 35,000 (depending on experience) + annual bonus
• Monday to Friday, 9:00am - 5:00pm (flexible start and finish times)

We're looking for an experienced Pensions Complaints Handler to join a well-established and growing financial services business in Liverpool.

This is a fantastic opportunity for someone with a strong background in financial services complaints
, particularly within pensions, to step into a more senior, specialist role handling complex cases and ensuring fair, thorough outcomes for customers.

You’ll play a key role in managing complaints end-to-end, working within regulatory frameworks and contributing to a high-quality, customer-focused service.

• Manage a caseload of pensions-related complaints from receipt through to final response
• Investigate complex issues thoroughly, reviewing policy, process, and regulatory considerations
• Draft clear and compliant final response letters in line with FCA requirements
• Liaise with internal teams, advisers, and customers to gather relevant information
• Ensure all complaints are handled within FCA DISP rules and internal SLAs
• Identify root causes and trends, contributing to continuous improvement initiatives
• Support escalated cases, including those referred to the Financial Ombudsman Service (FOS)
• Maintain accurate documentation and audit trails throughout the complaints process

• Minimum 5 years' experience handling financial services complaints
  , ideally within pensions
• Strong understanding of FCA regulations (DISP) and complaints handling procedures
• Solid knowledge of pension products, legislation, and administration processes
• Experience dealing with complex or escalated complaints cases
• Excellent written communication skills, particularly in drafting formal responses
• Strong analytical skills with the ability to assess evidence and make fair decisions
• High attention to detail and ability to manage multiple cases effectively

• Salary up to 35,000 depending on experience
• Annual bonus scheme
• Hybrid working (1 day from home after training)
• 35-hour working week with flexible start and finish times
• 25 days holiday plus bank holidays
• Central Liverpool location with excellent transport links
• Supportive, professional working environment
• Ongoing development and progression opportunities
• Regular social events and additional benefits
• Sick pay (following qualifying period)

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.