Customer Complaints Operations Specialist

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

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.