The ideal candidate will need to have previous experience working with pensions products and be confident with completing complex financial loss calculations.
You will be focused on a mix of live complaints around 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.
For this opportunity you must have previous end to end complaints/review experience working with pensions products, and be able to write bespoke final response letters with confidence completing calculations.
Location: Remote
Duration: Initial 3 month contract but likely to extend
Day rate: £245 per day via Umbrella increasing to £252 after accreditation.
This is a great opportunity to further your pensions complaints experience as well as network within a great team.
What you’ll be doing:
- Review and assess customer servicing complaints related to their life or pension product.
- Assist with progressing customer requests once service complaint is resolved.
- Analyse and document call recordings and correspondence to aid decision.
- Update systems accordingly to record outcome.
- Contact customers to resolve cases early on to avoid further action.
- Complete financial loss calculations and take into account tax liabilities.
- Write full final response letters.
What we’d like to see from your application:
- Experience in a end to end regulated services complaints.
- Pension scheme knowledge and experience.
- Experience in writing bespoke final response letters.
- Comfortable completing redress calculations that can be complex
- Able to manage and work on multiple client systems.
- Strong communications skills and experience of speaking to customers directly.
- Fluent English both written and verbal.
- Diploma Level 4 qualification is advantageous but not essential.
If you believe you fit the above criteria and are interested in the opportunity 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.