Complaints Administator

Standard Life plc; Telford; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Private medical cover

38 days annual leave

Excellent pension

Life assurance 12x salary

Career breaks

Income protection

Volunteering days (3x)

Job summary

Standard Life plc in the United Kingdom is seeking a Complaints Administrator to join the Risk and Governance team. This permanent role is based in Telford, with an office-first pattern during training, then a hybrid arrangement after that.

You will provide end-to-end administrative support for complaints, manage mailboxes and records, and coordinate with internal teams and external providers to progress cases efficiently and fairly.

Qualifications

• Experience in administration or customer service within financial services.
• Experience in a complaints environment, handling and progressing cases.
• Experience handling customer inquiries by phone and written responses.
• Ability to manage multiple tasks and meet deadlines.
• Accurate record-keeping with attention to detail.
• Proficient in Microsoft 365 applications (Outlook, Word, Excel, Teams).
• Experience working across teams or with third parties to progress queries.

Responsibilities

• Provide administrative support across the Complaints Team with accurate, consistent service.
• Manage complaint mailboxes, correspondence, records and customer communications.
• Answer calls and respond to routine enquiries, ensuring fair treatment.
• Log, update and maintain complaint records and management information.
• Support handlers by gathering information and preparing documentation.
• Liaise with internal teams and third parties to progress cases.
• Support customers expressing dissatisfaction and reference appropriate referrals.
• Follow processes to meet standards and timescales.
• Identify process issues or improvement opportunities and raise them.
• Provide general admin support to managers and the wider team.

Skills

Customer service

Administration

Multitasking

Attention to detail

Communication

Tools

Microsoft 365

Outlook

Word

Excel

Teams

Job description

Job Description

We’re looking for a Complaints Administrator to join our Risk and Governance team. If you’re looking for a new challenge with an organisation committed to putting customers first, aiming high and working together, you’ll thrive here.

Job Type

Permanent

Location

This role is based in our Telford office working 5 days a week from the office initially spent whilst training completes (up to 6 months) then 3 days in the office thereafter and 2 days working from home.

Flexible working

All roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about flexible working here.

Salary and benefits

From £24,492 depending on experience plus bonus, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.

Who are we?

We’re Standard Life, a retirement specialist focused entirely on retirement savings and income. We champion the belief that everyone’s journey to and through retirement can be better, and for more than 200 years, we’ve been helping our customers plan and prepare for their financial futures.

Life today is increasingly complicated, uncertain and unpredictable. People move through different careers, face unexpected moments and navigate important choices. We offer our colleagues flexibility, trust and benefits that work for whatever life brings. In return we expect curiosity, connection, accountability and high standards. We make room for what matters - so you can bring your best, every day.

The role

Join our growing Complaints Team and play a key role in delivering exceptional customer outcomes. This is an exciting opportunity to be part of a team at the heart of complaint resolution and continuous improvement, working across both our in-house operations and outsourced service providers. As we continue to grow and evolve, you’ll gain exposure to a wide range of products, stakeholders, and processes, helping to ensure complaints are handled fairly, efficiently, and in line with our regulatory obligations. It's a fantastic opportunity to develop your skills, make a real impact, and contribute to improving customer experiences across the business.

Key Responsibilities

• Provide administrative support across the Complaints Team, ensuring a professional, accurate, and consistent service is delivered to customers and stakeholders.
• Manage complaint-related mailboxes, correspondence, records, and customer communications.
• Answer customer telephone calls and respond to routine enquiries, ensuring customers are treated fairly and respectfully.
• Accurately log, update, and maintain complaint records and management information.
• Support complaint handlers by gathering information, preparing documentation, and completing administrative tasks.
• Liaise with internal teams and third parties to obtain information required to progress customer cases.
• Support customers who express dissatisfaction, ensuring potential complaints are identified and referred appropriately.
• Follow established processes and procedures, ensuring work is completed to agreed standards and timescales.
• Identify process issues or opportunities for improvement and raise these with managers where appropriate.
• Provide general administrative support to managers and the wider team as required.

What are we looking for?

• Previous administration or customer service experience within the financial services industry, including managing customer information, correspondence or records.
• Experience working within a complaints environment, supporting the handling, recording and progression of customer complaints in line with established processes and timescales.
• Experience of handling customer enquiries by telephone and in writing, providing clear and accurate responses.
• Demonstrable experience of managing multiple tasks, customer cases or competing priorities while meeting deadlines or service standards.
• Experience of maintaining accurate customer or case records and updating relevant systems, with strong attention to detail.
• Good working knowledge of Microsoft 365 applications, including Outlook, Word, Excel and Teams.
• Experience of working across teams or with third parties to obtain information and progress customer queries or cases.

We Want To Hire The Whole Version Of You.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

We’re reviewing applications as they come in.

Find Out More About Working At Standard Life

• Guide for Candidates: standardlifeplc.pagetiger.com/guideforcandidates
• Find or get answers from our colleagues: www.standardlifeplc.com/careers/talk-to-us