Hybrid Complaints Case Handler – Nottingham

Marsh; Nottingham; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Marsh is seeking a Complaints Case Handler to join the Now: Pensions team in our city centre Nottingham office. This hybrid role requires a minimum of two days in the office weekly.

You will investigate complaints, identify root causes, provide resolutions, and maintain robust audit trails across systems. The role emphasizes strong communication with customers and cross-team collaboration to deliver fair, evidenced outcomes.

Qualifications

• Strong written and verbal communication skills for engaging with members and employers.
• Ability to communicate clearly and concisely across teams.
• Proven capability to engage with customers effectively, delivering excellent service.
• Skilled in resolving and simplifying difficult or complex situations to ensure customer satisfaction.
• Ability to manage multiple complaints simultaneously with a highly organized approach.

Responsibilities

• Manage member and employer complaints through to resolution, maintaining strong relationships with customers.
• Provide accurate customer-focused complaint resolution communications to a high standard and in a timely manner.
• Work with internal and external teams to identify root causes and ensure learning is fed back.
• Ensure data accuracy and robust audit trails on systems.
• Assist with training of new starters and support team goals.
• Oversee key processes within Service Resolution, including Trustpilot and social media queries.

Skills

Communication skills

Customer engagement

Problem solving

Cross-team collaboration

Multitasking

Job description

Marsh is seeking a Complaints Case Handler to join the Now: Pensions team in our city centre Nottingham office. This hybrid role requires a minimum of two days in the office weekly.

You will investigate complaints, identify root causes, provide resolutions, and maintain robust audit trails across systems. The role emphasizes strong communication with customers and cross-team collaboration to deliver fair, evidenced outcomes.