Complaint Handler

Management Level

Role Summary

To provide timely and accurate complaint responses and Internal Dispute Resolution (IDR). Resolve a variety of high-level complex complaints from Members, Representatives, Actuaries, Trustees, Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS) and The Pensions Ombudsman (TPO).

Core Duties/Responsibilities

The successful candidate will be responsible for the following:

Working collaboratively and in partnership with stakeholders using their knowledge and understanding of complaints handling, pensions and related issues.

Establishing effective working relationships with key personnel.

May act as a Lead.

Coordinating and facilitating the work of others.

Contribute towards the quality and compliance process, through the checking of casework where appropriate.

Identifying key issues and patterns from data

Completion of targeted work and to the required level of accuracy.

Working well within teams and supporting colleagues.

Professional communication in both written and oral forms.

Identify own training needs.

Skills, Capabilities and Attributes

The successful candidate will demonstrate the following experience, skills and behaviors:

Essential

Complaint handling/IDR experience.

Numerate, articulate, strong attention to detail, excellent grammatical skills and able to present complex information in plain English.

Able to persuade and influence others to achieve agreed objectives.

Experience of dealing with stakeholder groups/external organizations.

Analytical thinker with an enquiring mind.

Advanced and specialized expertise developed through job related training and work experience

Desirable

Pensions experience.  

A good working knowledge of pensions administration software.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offerof employment is subject to satisfactory pre-employment screening checks.