Complaints Handlers (Life Insurance/Pension)

Ashton Recruitment; Belfast; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency is seeking Complaints Handlers in Belfast. This role involves managing customer complaints in a professional manner, ensuring high service standards, and compliance with industry regulations. Candidates should have knowledge of life and pensions products and experience in financial services. The position offers a hybrid work model after 3 months and competitive pay at £12.73 per hour.

Qualifications

• Demonstrable knowledge and understanding of the administration of life and/or pensions products.
• Experience of working in financial services.

Responsibilities

• Respond to complaints from policyholders and IFAs via multichannel.
• Process complaints according to priority set by the Work Management System.
• Liaise with internal and external parties regarding complaints.
• Respond to customer complaints professionally to maintain relations.
• Keep customers informed of any delays in line with procedures.
• Work within industry compliance and legislative requirements.
• Ensure data security precautions are followed.

Skills

Knowledge of life and pensions products

Experience in financial services

Education

Certificate in Financial Administration

Job description

Ashton Recruitment require several Complaints Handlers for our client based in the City Centre area of Belfast

Position: Complaints Handlers

Location: Belfast (Hybrid after 3 months)

Duration: Permanent

Pay Rate: £12.73 per hour

Hours of work: Monday - Friday, 09:00-17:00

The role is with a large, global technology and services provider that operates in the UK, offering a wide range of digital, infrastructure and business‑process services. This company has deep experience in IT outsourcing and is known for working with major clients to deliver scalable support operations – including complaints handling, customer service, and client relations. Their UK arm leverages global delivery centres, meaning teams benefit from both local and international capabilities.

Duties will include:

1. To respond to complaints received from policyholders and IFA's received via multichannel.
2. Process complaints on policies in priority order as determined by the Company Work Management System, to maintain day to day service standards to agreed levels.
3. Liaising with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers.
4. Respond to customer complaints via a written response conducted in a professional and considerate manner to maintain good customer relations.
5. Respond to customers ensuring that they are treated fairly and that a high level of service is delivered. Keeping customers informed of any delays in accordance with procedures and customers' expectations.
6. Liaising directly with other departments within HCL to improve service and to suggest improvements where appropriate.
7. To work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures.
8. Ensure that data security precautions are always undertaken to prevent the possibility of identity theft.
9. Ensure that all policy fraud controls are followed to prevent fraudulent transactions against policies.
10. To undertake any other duties as may be deemed appropriate by the Team

Essential Criteria:

• Demonstrable knowledge and understanding of the administration of life and/or pensions products
• Experience of working in financial services.

Desirable Criteria:

• Previous experience of working in a complaint's role- Life and pension
• Have achieved or be willing to undertake the Certificate in Financial Administration.