Life and Pension Complaint Handler

We have a fantastic opportunity for an experienced Life and Pension Complaint Handler, well versed in the end-to-end complaints process, to join a project offering remote working. \\n\\n You will be responsible for complaints regarding life and pension products, from transfer delays to bereavement pay out issues and everything in between. The key focus of the role is to ensure the customer receives excellent service from the start of the complaint to resolution, including contacting the customer to clarify complaint points, completing redress and following up with a call to address the complaint point findings and solution before issuing a final response letter. You will be required to follow complex processes using multiple systems to achieve a suitable outcome and will need the organisation to manage your own case pipeline and chase outstanding information from multiple sources. \\n\\n Previous end to end complaints experience working with pension products is a must. \\n\\n What you’ll be doing as a Life and Pension Complaint Handler:\\n\\nReview and assess customer servicing complaints related to their life or pension product.\\nTake ownership of a pipeline of cases and manage deadlines. \\nContact customers to discuss complaint points and outcomes. \\nMonitor outstanding queries and proactively chase for information to close cases.\\nAnalyse and document call recordings and correspondence to aid decision.\\nUpdate systems accordingly to record outcome.\\nComplete financial loss calculations and consider tax liabilities. \\nWrite full final response letters.\\nAssist with progressing customer requests once the service complaint is resolved.\\nWe’re looking for a Life and Pension Complaint Handler with: \\n\\nClear experience managing pensions complaints and a good knowledge of different schemes. \\nExperience processing complex calculations with manual elements.\\nAdaptability to work on multiple client systems.\\nStrong communication and negotiation skills to interact with both customers, internal teams and third parties.  \\nExcellent attention to detail and letter writing proficiency.\\nDiploma Level 4 qualification is advantageous but not essential.\\nHours: 37.5 hours a week Monday to Friday between the hours of 9am-5pm.\\n Location: Remote\\n Duration: Initial 3-month contract but likely to extend\\n Day rate: £245 per day via Umbrella \\n\\n To apply for this role as Life and Pension Complaint Handler, please click apply online and upload an updated copy of your CV. \\n\\n Please note any offer is subject to satisfactory pre-employment screening checks.

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