Senior Complaints Handler

M&G; Stirling; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services firm is seeking a Senior Complaints Handler to join their Complaint Resolution Team. This role involves managing customer complaints, ensuring resolutions are provided within agreed timescales, and identifying root causes to prevent future complaints. The ideal candidate must have strong customer service and communications skills, along with experience in the Financial Services sector. The firm offers a comprehensive benefits package including a competitive pension scheme, annual leave, and health protection options.

Benefits

Pension scheme of 18%

38 days annual leave

Health & Protection cover

Parental leave support

Qualifications

• Experience in Customer Service and complaint handling within Financial Services.
• Strong verbal and written communication skills.
• Ability to investigate and analyze complaints effectively.

Responsibilities

• Deliver exceptional Customer Service.
• Resolve complaints within agreed timescales.
• Identify trends and root causes of complaints.

Skills

Customer Service experience

Complaints handling experience

Excellent communication skills

Investigative skills

Analytical skills

Knowledge of Quality Assurance

Empathy

Job description

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

Senior Complaints Handler - Permanent

An exciting opportunity has arisen for a Senior Complaints Handler to join our Complaint Resolution Team within M&G Life. In this role you will manage, investigate and resolve customer complaints, both written and over the phone. The ability to identify root cause and trends, and being able to work with other areas of the business in preventing future complaints is essential. There has never been a more exciting time to join Complaint Resolution, where the right candidate will thrive in a climate of fast-paced business and regulatory change. A natural problem solver and customer‑centric by nature, you should also have knowledge of the following:

Key Responsibilities

• Deliver exceptional Customer Service
• Provide a prompt and professional response at all times while bringing the complaint to a close within the agreed timescales
• Manage your own workload effectively
• Work as part of a team to achieve shared goals
• Identify root causes, trends and issues that arise by process, product or complaint type and work with the wider business to influence reduction in complaint volumes
• Recognise opportunities for process improvement

Qualifications

• Customer Service and complaint handling experience within a Financial Services environment
• Excellent communication skills – verbal and written
• Investigative and analytical skills
• Knowledge of Quality Assurance process and techniques
• An empathetic nature with the desire to reach the fairest outcome for the Customer

Desirable Skills

• Knowledge of Prudential or similar Retirement Account products

Job Level: Experienced Colleague

Location: Kildean, Stirling

Closing Date: 11 January 2026

What we offer

• As a savings and Investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services - to help give you real confidence to put your money to work.
• Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy – to balance your work and personal commitments.
• Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - as supporting families is a core aspect of our inclusive culture.
• Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options - for peace of mind.

To explore more about life at M&G and our full benefits offering, visit Life at M&G.

We have a diverse workforce and an inclusive culture at M&G, underpinned by our policies and our employee‑led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long‑term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long‑term health conditions, disabilities, or neuro‑divergent conditions.

For assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: [e-mail].