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- Tasks: Handle and resolve complaints in life assurance and pensions with empathy and professionalism.
- Company: Join a leading global tech and business services provider in Belfast.
- Benefits: Enjoy a competitive salary, hybrid working, and structured training for career growth.
- Why this job: Make a real difference by helping customers navigate their insurance concerns.
- Qualifications: Experience in life assurance or pensions administration is essential.
- Other info: Great opportunity for long-term career development in a supportive environment.
The predicted salary is between 24454 - 27000 £ per year.
Ashton Recruitment require several Complaints Handlers for our client based in the City Centre area of Belfast.
Location: Belfast
Duration: Permanent
Pay Rate: £24454.04 - £27000 per annum
Hours of work: Monday - Friday, 09:00-17:00
Please note that any offer of employment will be subject to the successful completion of Fit and Proper Person checks in line with Financial Conduct Authority (FCA) requirements. This will include, but may not be limited to, regulatory referencing, criminal record checks and verification of qualifications and employment history.
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 pensions complaints team.
Ashton Recruitment is acting as a Recruitment Agency.
Life Assurance & Pensions Complaints Handler - Hybrid employer: Ashton Recruitment
Contact Detail:
Ashton Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Life Assurance & Pensions Complaints Handler - Hybrid
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector, especially those who know about life assurance and pensions. A friendly chat can lead to insider info on job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of FCA regulations and complaint handling best practices. We want you to shine when discussing your experience and how it relates to the role!
✨Tip Number 3
Practice your communication skills! Since you'll be dealing with complaints, being able to convey empathy and clarity is key. Role-play with a friend or record yourself to improve.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Life Assurance & Pensions Complaints Handler - Hybrid
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Life Assurance & Pensions Complaints Handler role. Highlight your relevant experience in life assurance, pensions, or insurance complaints handling to show us you’re the perfect fit!
Show Off Your Writing Skills: Since strong written communication is key for this role, ensure your application is clear, professional, and free of typos. We want to see your attention to detail right from the start!
Be Personable and Empathetic: In your application, let your personality shine through! We’re looking for someone who can handle complaints with empathy, so share any experiences that demonstrate your ability to connect with customers.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you started on this exciting opportunity in Belfast.
How to prepare for a job interview at Ashton Recruitment
✨Know Your Stuff
Make sure you brush up on your knowledge of life assurance, pensions, and the complaints handling process. Familiarise yourself with FCA regulations and any relevant industry standards. This will not only help you answer questions confidently but also show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
Since this role involves a lot of written correspondence, practice articulating your thoughts clearly and professionally. You might even want to prepare a few examples of how you've effectively communicated with customers in the past, especially in challenging situations.
✨Demonstrate Empathy
Handling complaints requires a good dose of empathy. Think about times when you've had to deal with upset customers and how you resolved their issues. Be ready to share these experiences during the interview to highlight your ability to connect with clients on a personal level.
✨Prepare Questions
Interviews are a two-way street! Prepare thoughtful questions about the company culture, training opportunities, and what success looks like in this role. This shows that you're not just interested in the job, but also in how you can grow within the company.