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- Tasks: Manage pension complaints and ensure fair outcomes for customers.
- Company: Join Legal & General, a leading UK financial services group.
- Benefits: Performance-related bonuses, generous holiday, healthcare plan, and electric car scheme.
- Why this job: Make a real difference in customer satisfaction while driving process improvements.
- Qualifications: Knowledge of Defined Benefit schemes and experience in complaint handling.
- Other info: Flexible working options and a welcoming, inclusive culture.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join Legal & General â a leading UK financial services group. We are seeking a Complaints Manager to join our PRT Client Services team. The role focuses on delivering fair outcomes for customers while driving continuous improvement in our processes.
What you'll be doing:
- Managing Defined Benefit pension complaints and ensuring fair, compliant outcomes
- Investigating complaints thoroughly and maintaining robust audit trails
- Analyzing 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 thirdâparty 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
Qualifications:
- Strong knowledge of Defined Benefit pension schemes and related regulations
- Experience in complaint handling processes and customer service procedures
- Ability to analyze 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 detailâoriented 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, performanceârelated bonus plan and valuable share schemes
- Generous pension contribution
- Life assurance
- Healthcare plan (permanent employees only)
- At least 25 days holiday, plus public holidays, and 26 days after 2 years' service. Option to buy and sell holiday
- Competitive family leave
- Participation in our electric car scheme â hire a brandânew electric car via salary sacrifice (permanent employees only)
- Various discounts on our products and at partner retailers
- Wellâdesigned workspaces that foster collaboration and wellâbeing
Additional Information:
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 flexible working options including partâtime, termâtime and job shares. We value your strengths and potential â we encourage you to apply even if you don't meet every criterion.
Complaints Manager in London employer: Legal & General
Contact Detail:
Legal & General Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Complaints Manager in London
â¨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 insights that might just help you stand out.
â¨Tip Number 2
Prepare for the interview by practising common questions related to complaints management. Think about how youâd handle specific scenarios and be ready to share your experiences. We want to see your problem-solving skills in action!
â¨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've identified trends in complaints before and what improvements you implemented. This will demonstrate your ability to drive continuous improvement, which is key for this role.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets seen. Plus, it shows youâre genuinely interested in joining our team at Legal & General.
We think you need these skills to ace Complaints Manager in London
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV speaks directly to the role of Complaints Manager. Highlight your experience with Defined Benefit pension schemes and complaint handling processes. We want to see how your skills align with what weâre looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why youâre passionate about delivering fair outcomes for customers and how you can drive continuous improvement in our processes. Let us know what makes you the perfect fit for our team.
Showcase Your Analytical Skills: Since the role involves analysing data and identifying trends, make sure to include examples of how you've done this in the past. We love seeing candidates who can demonstrate their ability to implement improvements based on their findings!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. Itâs the best way for us to receive your application and ensures you donât miss out on any important updates from us!
How to prepare for a job interview at Legal & General
â¨Know Your Stuff
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.
â¨Prepare for Scenario Questions
Expect to be asked how you would handle specific complaints or 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.
â¨Show 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 how your analytical skills have led to successful complaint resolutions.
â¨Demonstrate Collaboration
This position requires working with various teams and third-party suppliers. Be ready to share examples of how you've collaborated effectively in the past, highlighting your communication and influencing skills.