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- Tasks: Handle life and pension complaints, ensuring excellent customer service from start to finish.
- Company: Join a supportive team focused on resolving customer issues in the finance sector.
- Benefits: Remote work, competitive day rate, and potential for contract extension.
- Why this job: Make a real difference by helping customers navigate their financial concerns.
- Qualifications: Experience in managing pensions complaints and strong communication skills required.
- Other info: Opportunity for growth in a dynamic remote working environment.
The predicted salary is between 36000 - 60000 £ per year.
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.
Previous end to end complaints experience working with pension products is a must.
What you’ll be doing as a Life and Pension Complaint Handler:
- Review and assess customer servicing complaints related to their life or pension product.
- Take ownership of a pipeline of cases and manage deadlines.
- Meet outlined quality standards on all work.
- Contact customers to discuss complaint points and outcomes.
- Monitor outstanding queries and proactively chase for information to close cases.
- Analyse and document call recordings and correspondence to aid decision.
- Update systems accordingly to record outcome.
- Complete financial loss calculations and take into account tax liabilities.
- Write full final response letters.
- Assist with progressing customer requests once the service complaint is resolved.
What we’d like to see from your application:
- Clear experience managing pensions complaints and a good knowledge of different schemes.
- Experience processing complex calculations with manual elements.
- Adaptability to work on multiple client systems.
- Strong communication and negotiation skills to interact with both customers, internal teams and third parties.
- Excellent attention to detail and letter writing proficiency.
- Diploma Level 4 qualification is advantageous but not essential.
Location: Remote
Duration: Initial 4 - 6 month contract but likely to extend.
Day rate: £252 per day before Umbrella deductions.
If you believe you fit the above criteria and have previous pensions complaints experience please send your cv to with the subject line - Life and Pension Complaint Handler - Remote.
Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.
We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
Life and Pension Complaint Handler - Remote in Belfast employer: EQHazellCarr
Contact Detail:
EQHazellCarr Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Life and Pension Complaint Handler - Remote in Belfast
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with complaints, it's crucial to articulate your thoughts clearly. Role-play with a friend or use online resources to sharpen your negotiation and customer service skills.
✨Tip Number 3
Prepare for the interview by thinking about specific examples from your past experience. Be ready to discuss how you've handled complex complaints and what steps you took to resolve them effectively.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Life and Pension Complaint Handler - Remote in Belfast
Some tips for your application 🫡
Show Off Your Experience: Make sure to highlight your previous experience with pensions complaints in your application. We want to see how you've handled similar situations and what you learned from them!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured response that gets straight to the point!
Tailor Your Letter: Don’t just send a generic cover letter! Tailor it to the Life and Pension Complaint Handler role. Mention specific skills and experiences that relate directly to the job description we provided.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss any important updates from us!
How to prepare for a job interview at EQHazellCarr
✨Know Your Complaints Inside Out
Make sure you brush up on common complaints related to life and pension products. Understand the processes involved in resolving these issues, as well as any relevant regulations. This will help you demonstrate your expertise and show that you're ready to take ownership of cases.
✨Showcase Your Communication Skills
Since you'll be dealing with customers and internal teams, practice articulating your thoughts clearly and confidently. Prepare examples of how you've successfully communicated complex information in the past, especially in a complaint handling context. This will highlight your strong communication and negotiation skills.
✨Demonstrate Attention to Detail
In this role, attention to detail is crucial. Bring along examples of how you've managed complex calculations or documentation in previous roles. Be ready to discuss how you ensure accuracy in your work, especially when it comes to financial loss calculations and writing final response letters.
✨Familiarise Yourself with Multiple Systems
Since you'll need to navigate various client systems, show that you're adaptable and tech-savvy. If you have experience with specific systems, mention them during the interview. If not, express your willingness to learn and adapt quickly to new technologies.
