Summary: The Pension Complaint Reviewer role involves managing the end-to-end complaints process for life and pension products, ensuring excellent customer service throughout. The position requires reviewing complaints, contacting customers for clarification, and completing necessary documentation and calculations. This is a remote position with a focus on resolving complex issues efficiently. Previous experience in handling pension complaints is essential for success in this role.

Key Responsibilities:

• Reviewing and assessing customer servicing complaints related to life or pension products.
• Taking ownership of a pipeline of cases and managing deadlines.
• Contacting customers to discuss points and outcomes.
• Monitoring outstanding queries and proactively chasing for information to close cases.
• Analysing and documenting call recordings and correspondence to aid decision-making.
• Updating systems accordingly to record outcomes.
• Completing financial loss calculations and considering tax liabilities.
• Writing full final response letters.
• Assisting with progressing customer requests once the service complaint is resolved.

Key Skills:

• Clear experience managing pensions complaints and 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 customers, internal teams, and third parties.
• Excellent attention to detail and letter writing proficiency.
• Diploma Level 4 qualification is advantageous but not essential.

Salary (Rate): 252

City: Edinburgh

Country: United Kingdom

Working Arrangements: remote

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: Other