Pension Complaint Analyst in Belfast

Honeycomb is delighted to be partnering with a financial services company as they establish their presence in Northern Ireland. With modern, centrally located offices in Belfast and a strong focus on culture, development and long‑term growth, this is an excellent opportunity to join an organisation at an exciting stage of expansion. This role would suit a detail‑oriented professional with experience in pensions or financial services who enjoys investigative work, analysing complex information and delivering fair customer outcomes. Importantly, this is not a call centre role. Instead, it is a case‑based position focused on investigating pension complaints, reviewing evidence and reaching well‑reasoned decisions in line with regulatory requirements.

As a Pension Complaint Analyst, you will manage a portfolio of pension‑related complaints, investigating each case thoroughly to identify the root cause and determine an appropriate resolution. You will review documentation, assess evidence and liaise with relevant stakeholders to ensure complaints are handled fairly, accurately and in accordance with FCA regulations.

Key responsibilities include:

• Managing a portfolio of pension complaints from initial review through to resolution
• Conducting detailed investigations, reviewing complex information and identifying the underlying issues within each case
• Gathering and assessing evidence from customers, financial advisers and internal departments
• Producing clear, professional written correspondence and complaint outcome letters
• Prioritising and managing workloads effectively to meet agreed service standards and deadlines
• Ensuring all complaints are handled in line with FCA regulations, internal policies and industry best practice
• Contributing to continuous improvement initiatives and supporting wider business objectives as required

The successful candidate will have experience within pensions administration, pension complaints, financial services or another regulated environment. Exposure to pension products and retirement planning services would be advantageous. You will possess strong analytical skills, excellent attention to detail and the ability to assess information objectively. Strong written communication skills are essential, as a significant part of the role involves documenting findings and communicating outcomes clearly and professionally.

The package for this role includes a salary of £28,000 - £32,000 depending on experience, with working hours of Monday to Friday, 9am-5pm. Hybrid working is available following completion of probation. Additional benefits include 28 days' annual leave including statutory holidays, modern, centrally located offices in Belfast and a supportive team culture with genuine long‑term progression opportunities, including the potential to move into leadership positions as the business continues to grow. Honeycomb is committed to providing equality of opportunity to all.