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- Tasks: Manage pension complaints and ensure fair outcomes for customers.
- Company: Join Legal & General, a leading UK financial services group with a rich history.
- Benefits: Enjoy competitive pay, generous holidays, and a supportive work environment.
- Why this job: Make a real difference in customer experiences while driving process improvements.
- Qualifications: Knowledge of Defined Benefit schemes and strong complaint handling skills required.
- Other info: Flexible working options available to support your lifestyle and career growth.
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
Qualifications 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 to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
- Discounts for our own products and at a range of high street stores and online
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. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel. We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares.
Complaints Manager in Glasgow employer: LegalAndGeneral
Contact Detail:
LegalAndGeneral 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 that could help you stand out.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints management and customer service. We recommend using the STAR method to structure your answers – it’s a great way to showcase your skills and experiences.
✨Tip Number 3
Showcase your problem-solving skills! Think of specific examples where you’ve turned a complaint into a positive outcome. This will demonstrate your ability to handle challenges effectively, which is key for a Complaints Manager.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest roles and updates there, so keep checking back!
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, 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 and avoid jargon where possible. This will help us understand your qualifications and experiences without any confusion.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at LegalAndGeneral
✨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 how your analytical skills have led to successful complaint resolutions or process enhancements.
✨Demonstrate Your Communication Style
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely. You might even want to role-play with a friend to get comfortable discussing complex topics in an easy-to-understand manner.
