Woman helping colleague 800x800.jpg

Life and Pensions Complaint Handlers - £240 per day - Remote

Thu 24 Nov 2022

£240 per day - Remote

We are looking to speak to experienced complaint handlers with a background in Pensions to support one of our key clients existing teams.


This is an excellent opportunity for complaint handlers with strong end to end complaints experience within a life, pensions or investment environment to work with one of our clients on an established project.

You will be focussed on service related complaints rather than suitability of advice review so will need a strong understand of the complaints process and be able to follow complex processes using multiple systems to achieve a suitable outcome.

For this opportunity you must have previous end to end complaints/review experience and be able to write bespoke final response letters and be confident on the phone.

Location - Remote, option to train on site in Cardiff 

Start Date - January

Duration - Initial 6 month contract but likely to extend

Day rate - £240 per day via Umbrella 

As an Life and Pensions Complaint Handler your duties will be to: 

  • 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
  • Write full final response letters

To be considered for either role you will  have the following skills and experience:

  • Experience in a end to end regulated services complaints is essential
  • Previous life, pensions or investment complaints experience is essential
  • Experience in writing bespoke final response letters
  • 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
  • Extremely professional, well-presented and motivated with a strong work ethic
  • Diploma Level 4 qualification is advantageous but not essential

You will also be required to complete a Criminal Records Bureau check and Credit Check for this project.

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 Pensions Complaint Handler