Complaints Officer

LV=; Bournemouth; On-site; GBP 30,000 - 40,000; Full time

Job summary

Join a leading financial services provider as a Core Complaints Officer, where you'll investigate and resolve customer complaints efficiently. This role requires strong communication and analytical skills, with a focus on customer service and adherence to financial regulations. Enjoy a competitive salary and benefits, including flexible working options and a supportive environment.

Benefits

26 days' holiday

Flexible benefits

Competitive pension

Group Life Assurance

Employee Assistance Programme

Virtual GP service

Shared parental leave

Discount on life products

Qualifications

• Experience in complaint handling in a regulated financial services environment is desirable.
• Basic understanding of Life/Investments/Pension products.

Responsibilities

• Investigating and resolving customer complaints according to regulations.
• Providing detailed outcomes to customers and financial advisors.
• Maintaining complaint database for trend analysis.

Skills

Organisational Skills

Analytical Skills

Communication

Negotiation

Empathy

Education

Understanding of Financial Conduct Authority Practices

Job description

About The Role

We have an excellent opportunity for a customer-focused, organised individual to join our friendly team as a Core Complaints Officer.
This role is offered on a fixed-term basis until November 2025.

Within this role, the successful candidate will work to thoroughly investigate and resolve customer/financial advisor complaints regarding service, or current and historical products in a fair, prompt and efficient manner, in accordance with group policies, Financial Conduct Authority requirements and financial ombudsman/regulatory guidelines.

Key Responsibilities

• Analysing, investigating and resolving escalated complaints in accordance with business policy (and dealing with complaints that need to be reported to the Financial Conduct Authority where applicable).
• Making decisions where ex-gratia/policy-related payments are appropriate, calculating levels of compensation, redress and goodwill.
• Adhering to regulatory requirements, ensuring that all complaint handling is conducted in accordance with the relevant rules and requirements.
• Providing and explaining detailed complaint investigation outcomes to customers and financial advisors by telephone and in writing.
• Maintaining the information held on the complaints database to identify systemic issues and enable root cause trend analysis.
• Recognising and recording requirements for vulnerable customers, ensuring the correct level of care is provided.
• Providing guidance, coaching, and feedback to staff in operational and sales areas on complaint recognition and handling, to mitigate errors and additional compensation costs.
• Identifying and escalating any areas of concern from handling of complaints where applicable.
• Working to achieve continuous improvement and making suggestions on how the department can improved processes.
• Developing and building strong working relationships across all business areas, with financial advisers, and our third-party suppliers.

About You
Our ideal candidate will…

• Be responsible for complaints and managing own workload.
• Demonstrate strong organisational, analytical and observational skills.
• Be an excellent communicator, both written and verbally, with an ability to negotiate and mediate effectively.
• Showing empathy and understanding will be essential.
• Be adept at presenting outcomes accurately, and in a clear and concise manner.
• Have a basic understanding of Financial Conduct Authority & Financial Ombudsman practices and procedures.
• Hold some experience/knowledge of Life/Investments/Pension products within a service, compliance, complaint-focused, or technical role.
• Have relevant complaint handling experience in a regulated financial services environment (desirable but not essential).

Rewards & Benefits

This role is a Band B in the LV= Structure.

At LV= Life and Pensions, you’ll go above and beyond to do the right thing for our customers. We’ll reward you with an attractive, competitive salary and benefits package in exchange for your hard work. This includes:

• 26 days' holiday, which increases to 28 days after 2 years of service
• The opportunity to buy or sell up to 5 days’ holiday
• Flexible benefits, including a cycle to work scheme, health assessment, Personal Accident Insurance, critical illness cover, Private Medical Insurance and Dental Insurance
• A competitive pension for which LV= Life and Pensions will double-match the amount you pay, up to 14%
• Group Life Assurance of 4 x basic pay to your dependents - you’ll have the option to increase to 8 x cover
• Group Income Protection, (if you're a member of the Pension scheme and reach 5 years of service)
• Employee Assistance Programme (EAP) service for support through difficult times in your life
• Virtual GP service
• Shared parental leave
• Up to 20% discount on our life products for you and your immediate family.

Please note that we are unable to offer Skilled Worker Visa Sponsorship for this role. Therefore, you must ensure that you are eligible to work in the UK without our sponsorship in order for your application to be considered.
Please note that any successful internal colleagues will be offered a secondment opportunity. To be eligible to undertake an apprenticeship with us, the length of your FTC or secondment must allow for full completion of the course.

About Us

Here at LV= Life and Pensions we love to hear from great people, so don’t forget to connect with us on social media.

We’re proudly an equal-opportunity employer and we highly value diversity and inclusivity. We don’t discriminate on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We’re also open to conversations about flexible working as part of your application - if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen.