Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Investigate and resolve customer complaints while driving continuous improvement.
- Company: Join Capita, a leader in Life & Pensions with a supportive culture.
- Benefits: Competitive salary, great work-life balance, and extensive training opportunities.
- Other info: Work from home with monthly office visits; excellent career growth potential.
- Why this job: Make a real difference by helping customers and improving services.
- Qualifications: Experience in Financial Services or escalated complaints handling preferred.
The predicted salary is between 29900 - 29900 £ per year.
Capita is looking for a Complaint Handler to support one of our key Life & Pensions clients in Cheltenham. You'll be responsible for investigating and resolving complaints, while also identifying and escalating root cause trends to drive continuous improvement.
We are looking for someone with experience in the Financial Services sector and knowledge of FCA regulations. Ideally, you've handled escalated complaints in the past, though training can be provided for people looking to move into this role from another role in Financial Services. We would also welcome applications from individuals from other sectors who have demonstrable proven experience in escalated complaints and transferable skills.
This role offers a great work-life balance, as it is predominantly home-based with monthly visits to our Cheltenham office. Therefore, it's essential that you live within a commutable distance to Cheltenham. The position is permanent and full-time, with 37.5 hours per week, Monday to Friday.
What will you deliver?- Investigate and resolve customer complaints, delivering fair outcomes in line with regulatory requirements.
- Identify and escalate root cause trends and issues that arise.
- Determine appropriate redress including financial loss assessments.
- Liaise with ombudsman services as appropriate.
- Carry out quality checking within the complaints team.
- Share knowledge and expertise with other team members, contributing to a positive and supporting team culture.
- Identify opportunities to build positive customer relationships and provide excellent customer service.
- Process Ombudsman cases in line with procedures and regulatory requirements.
- Maintenance and review of local complaints procedure documentation.
- Design and deliver training for new and existing colleagues.
- Demonstrable experience in the Financial Services sector. Life & Pensions knowledge would be advantageous.
- Experience in escalated complaints handling and investigations would be preferred.
- Strong verbal and written communication skills, as the role will involve producing bespoke response letters to customers.
- An understanding of FCA regulations.
- Able to manage varying workloads and priorities.
- Strong organisational and time management skills.
- Excellent problem solving skills.
In this role, you will be given fantastic training and development for your career in financial services. You will also be given the following:
- A starting salary of up to £29,900 per annum, dependent on experience.
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave…and plenty more.
- Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
You’ll be joining a large network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that.
About Capita Regulated ServicesAt Regulated Services, we’re transforming the world of life and pensions, and mortgage services. We’re delivering responsible and sustainable services, helping our clients to respond to changing market factors and adapt to the needs of their customers both now and in the future.
Our teams work with clients across the UK and Worldwide, offering a range of services from end-to-end administration, digital technology and business support to lending, account and arrears management. Join us and discover better as you shape the future of regulated services.
What’s Next?If this role is of interest to you, please click below to register, apply and track your progress! A member of our Resourcing Team will review your application and be in touch.
Equal OpportunitiesWe’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone.
If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you.
For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter.
Complaint Handler - Life & Pensions in Cheltenham employer: Capita
Contact Detail:
Capita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Handler - Life & Pensions in Cheltenham
✨Tip Number 1
Network like a pro! Reach out to your connections in the Financial Services sector, especially those who know about Life & Pensions. A friendly chat can lead to insider info on job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on FCA regulations and common complaint scenarios. We recommend practising your responses to potential questions about escalated complaints to show you're ready to tackle the role head-on.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of specific examples where you’ve resolved complaints effectively. This will demonstrate your ability to deliver fair outcomes, which is key for this role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you can track your progress easily, so you’re always in the loop.
We think you need these skills to ace Complaint Handler - Life & Pensions in Cheltenham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaint Handler role. Highlight your experience in handling escalated complaints and any relevant knowledge of FCA regulations. We want to see how your skills match what we're looking for!
Showcase Your Communication Skills: Since you'll be writing bespoke response letters, it's crucial to demonstrate your strong verbal and written communication skills. Use clear and concise language in your application to show us you can communicate effectively.
Highlight Problem-Solving Abilities: In your application, share examples of how you've tackled complex issues in the past. We love seeing candidates who can think critically and come up with effective solutions, especially in a customer service context.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to track your application and keep you updated on your progress. Plus, it shows you're keen on joining our team at Capita!
How to prepare for a job interview at Capita
✨Know Your Regulations
Familiarise yourself with FCA regulations and how they apply to complaint handling. Being able to discuss these regulations confidently will show that you understand the framework within which you'll be operating.
✨Prepare Real-Life Examples
Think of specific instances where you've successfully handled escalated complaints. Be ready to share these stories during your interview, highlighting your problem-solving skills and ability to deliver fair outcomes.
✨Showcase Your Communication Skills
Since the role involves producing bespoke response letters, practice articulating your thoughts clearly and concisely. You might even want to prepare a mock response letter to demonstrate your written communication skills.
✨Emphasise Team Collaboration
Capita values a positive team culture, so be prepared to discuss how you've contributed to team success in the past. Share examples of how you've shared knowledge or supported colleagues in resolving complaints.