You will be responsible for complaints regarding life and pension products, from transfer delays to bereavement pay out issues and everything in between. The key focus of the role is to ensure the customer receives excellent service from the start of the complaint to resolution, including contacting the customer to clarify complaint points, completing redress and following up with a call to address the complaint point findings and solution before issuing a final response letter. You will be required to follow complex processes using multiple systems to achieve a suitable outcome, and will need the organisation to manage your own case pipeline and chase outstanding information from multiple sources.
Previous end to end complaints experience working with pension products is a must.
What you’ll be doing:
- Review and assess customer servicing complaints related to their life or pension product.
- Take ownership of a pipeline of cases and manage deadlines.
- Contact customers to discuss complaint points and outcomes.
- Monitor outstanding queries and proactively chase for information to close cases.
- Analyse and document call recordings and correspondence to aid decision.
- Update systems accordingly to record outcome.
- Complete financial loss calculations and take into account tax liabilities.
- Write full final response letters.
- Assist with progressing customer requests once the service complaint is resolved.
What we’d like to see from your application:
- Clear experience managing pensions complaints and a good knowledge of different schemes.
- Experience processing complex calculations with manual elements.
- Adaptability to work on multiple client systems.
- Strong communication and negotiation skills to interact with both customers, internal teams and third parties.
- Excellent attention to detail and letter writing proficiency.
- Diploma Level 4 qualification is advantageous but not essential.
Location: Remote
Duration: Initial 3 month contract but likely to extend
Day rate: £245 per day via Umbrella
If you believe you fit the above criteria and have previous pensions complaints experience please send your cv to vacancies@hazellcarr.com with the subject line - Life and Pension Complaint Handler - Remote
Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.
We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.