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- Tasks: Manage pension complaints and ensure fair outcomes for customers.
- Company: Leading UK financial services group with a focus on improving lives.
- Benefits: Performance-related bonuses, generous holiday, healthcare plan, and electric car scheme.
- Why this job: Join a team dedicated to problem-solving and enhancing customer experiences.
- Qualifications: Knowledge of Defined Benefit schemes and experience in complaint handling.
- Other info: Inclusive culture with flexible working options and career development opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Legal & General (L&G) is a leading UK financial services group and major global investor. We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders. We are one of the world’s largest asset managers and provide powerful asset origination capabilities.
We’re looking for a Complaints Manager to join our PRT Client Services team. This role is all about delivering fair outcomes for customers while driving continuous improvement in our processes. If you’re passionate about problem-solving, compliance, and creating a positive customer experience, we’d love to hear from you.
What you’ll be doing:
- Managing Defined Benefit pension complaints and ensuring fair, compliant outcomes
- Investigating complaints thoroughly and maintaining robust audit trails
- Analysing root causes and recommending effective remedial actions
- Interpreting complex Defined Benefit scheme structures and responding to queries
- Supporting customer services with retirement calculations and bespoke communications
- Collaborating with third-party suppliers on complaint management and providing feedback
- Delivering training to improve complaint recognition and handling across teams
- Maintaining the complaints database and producing accurate management information
Who we’re looking for:
- Strong knowledge of Defined Benefit pension schemes and related regulations
- Experience in complaint handling processes and customer service procedures
- Ability to analyse data, identify trends, and implement improvements
- Excellent communication and influencing skills with a collaborative approach
- Proficiency in Microsoft Office and familiarity with complaint databases
- Organised and detail-oriented with strong judgement and analytical skills
- Adaptability and willingness to embrace change in a dynamic environment
- Pension qualification (CII or PMI) desirable but not essential
Benefits:
- The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes
- Generous pension contribution
- Life assurance
- Healthcare Plan (permanent employees only)
- At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
- Competitive family leave
- Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax-efficient salary sacrifice (permanent employees only)
- Discounts on our products and at a range of high street stores and online
- Office spaces redesigned in 2023 to support collaboration and wellbeing
At L&G, we believe it’s possible to generate positive returns today while helping to build a better future for all. If you join us, you’ll be part of a welcoming, inclusive culture with opportunities to collaborate with people of diverse backgrounds, views, and experiences. We are guided by leaders with integrity who care about your future and wellbeing, and we support people to develop their careers and excel. We care about outcomes rather than attendance and are open to discussing flexible working options including part-time, term-time and job shares where possible.
Complaints Manager in Glasgow employer: Legal & General
Contact Detail:
Legal & General Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager in Glasgow
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Legal & General. A friendly chat can open doors and give you insider info about the role.
✨Tip Number 2
Prepare for the interview by diving deep into Defined Benefit pension schemes. Brush up on your knowledge and be ready to discuss how you can improve customer experiences based on your past experiences.
✨Tip Number 3
Showcase your problem-solving skills! Think of specific examples where you've turned complaints into positive outcomes. This will demonstrate your ability to handle the challenges of the Complaints Manager role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at L&G.
We think you need these skills to ace Complaints Manager in Glasgow
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Manager role. Highlight your experience with Defined Benefit pension schemes and complaint handling processes, as this will show us you’re a great fit for the position.
Showcase Your Problem-Solving Skills: In your application, share specific examples of how you've tackled complaints or improved processes in the past. We love seeing candidates who can demonstrate their analytical skills and commitment to delivering fair outcomes for customers.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to explain your qualifications and experiences, making it easy for us to see why you’d be a fantastic addition to our team.
Apply Through Our Website: We encourage you to submit your application through our website. This way, you’ll ensure that your application gets to the right place and is reviewed promptly. Plus, it’s super easy to do!
How to prepare for a job interview at Legal & General
✨Know Your Pensions Inside Out
Make sure you brush up on your knowledge of Defined Benefit pension schemes and related regulations. Being able to discuss these topics confidently will show that you're serious about the role and understand the complexities involved.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific complaints or challenging situations. Think of examples from your past experience where you've successfully resolved issues, and be ready to explain your thought process and the outcomes.
✨Showcase Your Analytical Skills
Since the role involves analysing data and identifying trends, be prepared to discuss how you've used data in previous roles to drive improvements. Bring examples of reports or analyses you've conducted that led to positive changes.
✨Demonstrate Your Communication Style
As a Complaints Manager, you'll need excellent communication skills. Practice articulating your thoughts clearly and concisely. You might even want to prepare a brief presentation on a relevant topic to showcase your ability to convey complex information effectively.
