Summary: The Pension Complaint Reviewer role involves managing the end-to-end complaints process for life and pension products, ensuring excellent customer service from initial contact to resolution. The position requires reviewing complaints, contacting customers for clarification, and completing necessary documentation and calculations. This is a remote position with a focus on handling complex cases and maintaining a case pipeline. Previous experience in 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: Temple Meads

Country: United Kingdom

Working Arrangements: remote

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: Other