Pensions Complaints Handler

Pontoon Solutions; United Kingdom; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading consultancy seeks a passionate Complaint Handler to join a dynamic Complaints Team focused on delivering exceptional customer outcomes. This role involves resolving complaints while ensuring regulatory compliance and upholding high service standards. If you thrive in a detail-oriented environment and excel in conflict resolution, we want to hear from you.

Qualifications

• Proven experience in pensions administration and financial services complaints handling.
• Strong organisational and communication skills, both written and verbal.
• Ability to build strong relationships with stakeholders.

Responsibilities

• Take full ownership of complaint cases using investigative techniques.
• Communicate with customers and stakeholders to guide them to resolution.
• Draft clear, concise, and well-reasoned written responses.

Skills

Pensions administration

Complaints handling

Organisational skills

Communication skills

Conflict resolution

Job description

Direct message the job poster from Pontoon Solutions

Initial 4 month contract - potential to extend

Remote

Are you passionate about delivering exceptional customer outcomes and have a strong background in pensions and complaints handling? Join our client's dynamic Complaints Team, where you’ll play a key role in ensuring they meet regulatory obligations and uphold the highest standards of service.

What You’ll Be Doing

As a Complaint Handler, you’ll be at the heart of the complaints resolution process, working with SIPPs and supporting their role as a pension scheme trustee and administrator. You’ll:

• Take full ownership of complaint cases, using investigative techniques such as data mining, document analysis, and forensic assessment.
• Communicate with customers and stakeholders to understand concerns and guide them to a fair resolution.
• Draft clear, concise, and well-reasoned written responses.
• Follow established frameworks and compliance procedures to ensure regulatory alignment.
• Evaluate financial loss and apply appropriate interest calculations to determine potential liabilities.

What We’re Looking For

• Proven experience in pensions administration and financial services complaints handling.
• Strong organisational and communication skills, both written and verbal.
• Excellent telephone manner and conflict resolution abilities.
• Ability to build strong relationships with internal and external stakeholders.
• Property investment administration
• Ombudsman case management
• Investment administration

If you're a detail-oriented professional with a passion for resolving complex issues and improving customer outcomes, we’d love to hear from you.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service

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