Complaints Administrator

Gallagher; Bristol; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading benefits consulting firm in the UK is seeking a proactive Complaints Handler to manage complaints and drive improvements in service quality. This role requires analytical skills and the ability to communicate effectively with clients. The ideal candidate will be detail-oriented and passionate about creating a positive impact in the organization. Competitive salary and comprehensive benefits package offered.

Benefits

Minimum of 25 days holiday

Defined contribution pension scheme

Health cash plan or private medical insurance

Employee stock purchase plan

Discounted gym membership

Critical illness cover

Qualifications

• Detail-oriented and solution-focused.
• Proven ability to adapt to changing circumstances.
• Effective communication skills for client interaction.

Responsibilities

• Manage complaints related to trust-based pensions administration.
• Conduct thorough investigations and identify solutions.
• Provide insights and trend analysis to drive improvements.
• Act as a subject matter expert in complaints management.

Skills

Analytical skills

Problem Solving

Adaptability

Customer Focus

Relationship Building

Job description

Introduction

At Gallagher Benefit Services, you’re a trusted partner to organizations navigating some of their most important people decisions.

We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them.

We’re a community of bold explorers, trusted experts, and compassionate partners; working side by side to solve problems, and shape the future of work. Here, curiosity is encouraged, collaboration is second nature, and your ideas have room to grow.

If you’re looking for a place where your contribution matters and where you can help build a better world of work; think of Gallagher.

Overview

We are looking for a proactive Complaints Handler to join our team and deliver outstanding service. In this role, you will manage complaints related to trust-based pensions administration, conducting thorough investigations, identifying solutions, and ensuring clear communication to resolve issues effectively. You will analyse root causes, provide valuable insights and trend analysis, and collaborate with teams to drive significant improvements. You will also play a key role in improving nationwide projects and encouraging ongoing improvements, positively impacting our clients and operational workflows. If you are detail‑oriented, solution‑focused, and passionate about creating positive change, we would love to hear from you.

Apply now and help shape a better experience for our clients!

How you'll make an impact

• Undertake reviews of complaints and E&O’s, creating timelines, gathering evidence, carrying out root cause analysis and providing feedback and learnings as the need arises
• Trace and provide evidence needed to support internal and external audits, checking the evidence to ensure it is satisfactory for submission
• Provide MI in relation to complaints and audits
• Help with deep dive reviews when new processes or changes are implemented to help mitigate risks of complaints or E&O's
• Act as a subject matter expert regarding complaints management, business controls and the quality assurance framework
• Involvement in given national initiatives and continuous improvement activities to support ongoing improvement and learning from complaints and E&O's
• Maintain an up to date knowledge of Gallagher processes

About You

• Adaptability & Flexibility - Adapts to changing business needs, conditions, and work responsibilities.
• Analysis / Reasoning - Examines data to understand issues, draw conclusions, and solve problems.
• Creative & Innovative Thinking - Develops fresh ideas that provide solutions to all types of delivery challenges.
• Customer Focus – understands the impact on customers and ensures TCF principles
• Influencing Others - Committed to furthering the organization’s objectives and engaging others in doing the same.
• Job Knowledge / Technical Knowledge - Demonstrates knowledge of techniques, skills, equipment, procedures and materials. Applies knowledge to identify issues and internal problems; works to develop additional technical knowledge and skills.
• Problem Solving - Resolves difficult or complicated challenges.
• Relationship Building - Builds constructive working relationships characterised by a high level of acceptance, cooperation, and mutual respect.
• Self-Management - Manages own time, priorities, and resources to achieve goals.

Compensation and benefits

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days
• Defined contribution pension scheme, which Gallagher will also contribute to
• Life insurance, which will pay 4x your basic annual salary, which you can top‑up to 10x
• Income protection, we’ll cover up to 50% of your annual income, with options to top up
• Health cash plan or Private medical insurance

Other benefits include:

• Three fully paid volunteering days per year
• Employee Stock Purchase plan, offering company shares at a discount
• Share incentive plan, HMRC approved, tax effective, stock purchase plan
• Critical illness cover
• Discounted gym membership, with over 3,000 gyms nationally
• Season ticket loan
• Access to a discounted voucher portal to save money on your weekly shop or next big purchase
• Emergency back‑up family care
• And many more…

We value inclusion and diversity

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long‑term health conditions or disabilities.

We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don’t worry, we’re here to help, however, we can only do this if you let us know.

Should you require reasonable adjustments to your application, please get in touch with [e-mail]. If you’d prefer to speak on the phone, please request a call back, leaving details, so we get in touch.

Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non‑conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer‑employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.