Complaints Manager

Tekskills; Kolkata District, Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Tekskills in Mumbai/Kolkata seeks a Complaints Associate / Manager UK Pensions to log, investigate, and resolve customer complaints, coordinating with operations.

The role emphasizes root cause analysis, regulatory compliance, and producing professional response letters, with SLA adherence and opportunities to improve SOPs.

Qualifications

• 1+ year experience in complaints handling.
• Experience in customer service or case management.
• UK pensions / financial services experience preferred.
• Familiarity with regulatory, compliance and governance requirements.

Responsibilities

• Receive, log, categorize, and manage customer complaints.
• Investigate complaints and identify root causes.
• Coordinate with Operations and internal teams for resolution.
• Prepare and send professional complaint response letters.
• Handle escalations and complex complaints.
• Maintain accurate case records and audit documentation.
• Ensure complaints are resolved within SLA/TAT.
• Perform RCA and identify recurring issues.
• Support process improvements and update SOPs/templates.
• Follow regulatory, compliance, and governance requirements.

Skills

Complaints Handling

Customer Service / Case Management

Complaint Investigation & Resolution

Customer Communication

Root Cause Analysis (RCA)

Stakeholder Management

SOP & Process Compliance

Governance & Audit

MS Office / Case Management Tools

Good Written & Verbal Communication

Tools

MS Office / Case Management Tools

Job description

Job Title: Complaints Associate / Complaints Manager UK Pensions

Experience: 1+ Years

Location: Mumbai / Kolkata

Key Skills:

• Complaint Handling
• Customer Service / Case Management
• Complaint Investigation & Resolution
• Customer Communication
• Root Cause Analysis (RCA)
• Stakeholder Management
• SOP & Process Compliance
• Governance & Audit
• MS Office / Case Management Tools
• Good Written & Verbal Communication

Responsibilities:

• Receive, log, categorize, and manage customer complaints.
• Investigate complaints and identify root causes.
• Coordinate with Operations and internal teams for resolution.
• Prepare and send professional complaint response letters.
• Handle escalations and complex complaints.
• Maintain accurate case records and audit documentation.
• Ensure complaints are resolved within SLA/TAT.
• Perform RCA and identify recurring issues.
• Support process improvements and update SOPs/templates.
• Follow regulatory, compliance, and governance requirements.

Preferred:

• UK Pensions / Financial Services experience.
• Experience in a regulated environment.
• Complaint handling or customer service experience.