Complaints & Service Coordinator - Hybrid

107632 Capital Markets Operations; Telford; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Bonus

Private medical cover

38 days annual leave

Excellent pension

12x salary life assurance

Career breaks

Income protection

Volunteering days

Job summary

We are Standard Life, a retirement specialist, recruiting for an administrative role within our Complaints Team in Telford. The role combines office-based work with hybrid flexibility after an initial training period, focusing on handling customer complaints and supporting case progression across internal and outsourced providers.

You will manage communications, logs and documentation, work with diverse stakeholders, and help ensure fair and efficient outcomes in line with regulatory duties.

Qualifications

• Administrative or customer service experience within the financial services industry.
• Experience working in a complaints environment, handling, recording and progressing customer complaints.
• Experience handling customer inquiries by telephone and in writing, providing clear responses.
• Demonstrable experience of managing multiple tasks and meeting deadlines.
• Strong attention to detail and maintaining accurate records.
• Good working knowledge of Microsoft 365 applications (Outlook, Word, Excel, Teams).
• Experience collaborating across teams or with third parties to progress queries.

Responsibilities

• Provide administrative support to the Complaints Team with professional, accurate service.
• Manage complaint-related mailboxes, correspondence, records and customer communications.
• Answer customer calls and routine inquiries, ensuring fair treatment.
• Log, update and maintain complaint records and MI.
• Support complaint handlers by gathering information and preparing documents.
• Liaise with internal teams and third parties to progress cases.
• Identify and refer potential complaints appropriately.
• Follow established processes to meet standards and timescales.
• Raise process issues or improvement opportunities with managers.

Skills

Administration

Customer service

Data entry

Microsoft 365

Tools

Microsoft Word

Excel

Outlook

Teams

Job description

We are Standard Life, a retirement specialist, recruiting for an administrative role within our Complaints Team in Telford. The role combines office-based work with hybrid flexibility after an initial training period, focusing on handling customer complaints and supporting case progression across internal and outsourced providers.

You will manage communications, logs and documentation, work with diverse stakeholders, and help ensure fair and efficient outcomes in line with regulatory duties.