At a Glance
- Tasks: Handle complex pensions complaints and ensure fair outcomes for customers.
- Company: Growing financial services business in Liverpool with a supportive culture.
- Benefits: Up to £35,000 salary, annual bonus, hybrid working, and 25 days holiday.
- Other info: Flexible hours, ongoing development opportunities, and regular social events.
- Why this job: Step into a senior role where your expertise makes a real impact.
- Qualifications: 5+ years in financial services complaints, strong FCA knowledge, excellent communication skills.
Liverpool City Centre (Hybrid - 1 day from home after training)
Salary: Up to £35,000 (depending on experience) + annual bonus
Monday to Friday, 9:00am - 5:00pm (flexible start and finish times)
The Opportunity
We're looking for an experienced Pensions Complaints Handler to join a well-established and growing financial services business in Liverpool. This is a fantastic opportunity for someone with a strong background in financial services complaints, particularly within pensions, to step into a more senior, specialist role handling complex cases and ensuring fair, thorough outcomes for customers. You'll play a key role in managing complaints end-to-end, working within regulatory frameworks and contributing to a high-quality, customer-focused service.
Key Responsibilities
- Manage a caseload of pensions-related complaints from receipt through to final response
- Investigate complex issues thoroughly, reviewing policy, process, and regulatory considerations
- Draft clear and compliant final response letters in line with FCA requirements
- Liaise with internal teams, advisers, and customers to gather relevant information
- Ensure all complaints are handled within FCA DISP rules and internal SLAs
- Identify root causes and trends, contributing to continuous improvement initiatives
- Support escalated cases, including those referred to the Financial Ombudsman Service (FOS)
- Maintain accurate documentation and audit trails throughout the complaints process
About You
- Minimum 5 years' experience handling financial services complaints, ideally within pensions
- Strong understanding of FCA regulations (DISP) and complaints handling procedures
- Solid knowledge of pension products, legislation, and administration processes
- Experience dealing with complex or escalated complaints cases
- Excellent written communication skills, particularly in drafting formal responses
- Strong analytical skills with the ability to assess evidence and make fair decisions
- High attention to detail and ability to manage multiple cases effectively
What's on Offer
- Salary up to £35,000 depending on experience
- Annual bonus scheme
- Hybrid working (1 day from home after training)
- 35-hour working week with flexible start and finish times
- 25 days holiday plus bank holidays
- Central Liverpool location with excellent transport links
- Supportive, professional working environment
- Ongoing development and progression opportunities
- Regular social events and additional benefits
- Sick pay (following qualifying period)
Why Apply?
This is an opportunity to move into a specialist, senior-level complaints role, where your expertise will be valued and you'll have real impact on customer outcomes and business improvement.
Senior Pensions Complaint Handler in Liverpool employer: Search
Join a well-established financial services business in the heart of Liverpool, where your expertise as a Senior Pensions Complaints Handler will be truly valued. Enjoy a supportive work culture that prioritises professional development and offers flexible working arrangements, including hybrid options after training. With competitive salary packages, an annual bonus scheme, and a commitment to employee growth, this role provides a meaningful opportunity to make a real impact on customer outcomes while enjoying a vibrant city location.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Pensions Complaint Handler in Liverpool
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector, especially those who know about pensions. A friendly chat can lead to insider info on job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on FCA regulations and common complaints handling scenarios. We recommend practising your responses to potential questions so you can showcase your expertise confidently.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation. It keeps you fresh in their minds and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website for the best chance at landing that Senior Pensions Complaints Handler role. We’re all about making the process smooth and ensuring your application gets the attention it deserves!
We think you need these skills to ace Senior Pensions Complaint Handler in Liverpool
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in handling financial services complaints, especially within pensions. We want to see how your background aligns with the role, so don’t be shy about showcasing your relevant skills and achievements!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this Senior Pensions Complaints Handler role. We love seeing genuine enthusiasm and a clear understanding of the responsibilities involved.
Showcase Your Writing Skills:Since excellent written communication is key for this role, make sure your application is clear, concise, and free of errors. We appreciate attention to detail, so take the time to proofread your documents before hitting send!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it’s super easy!
How to prepare for a job interview at Search
✨Know Your Stuff
Make sure you brush up on your knowledge of pensions and the relevant FCA regulations. Being able to discuss specific cases or legislation will show that you're not just familiar with the basics, but that you really understand the complexities involved.
✨Showcase Your Experience
Prepare examples from your past roles where you've successfully handled complex complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting how your actions led to positive outcomes for customers.
✨Communicate Clearly
Since you'll be drafting formal responses, it's crucial to demonstrate excellent written communication skills during the interview. Practice explaining complex issues in a clear and concise manner, as this will reflect your ability to draft compliant letters.
✨Be Ready for Scenarios
Expect scenario-based questions where you might need to think on your feet. Prepare for questions about how you'd handle escalated complaints or identify root causes. This will showcase your analytical skills and your approach to problem-solving.
