Pension Advice Specialist Lead

1 month ago


Rochester, Medway, United Kingdom Broadgate Full time
About the Role:

As a Pension Advice Specialist Lead, you will be responsible for managing complaints policies, procedures, and processes. This includes handling end-to-end complaint processes from initial acknowledgment through resolution, including redress calculations and escalations to the Financial Ombudsman Service (FOS).

Main Responsibilities:
  • Conduct thorough root cause analysis for complaints, escalating issues and providing actionable solutions to improve processes.
  • Liaise with the FOS, Professional Indemnity insurers, and third-party outsourcers, coordinating as needed for Defined Benefit (DB) redress calculations.
  • Prepare and present data and management information (MI) reports for internal committees and regulatory reporting.
Requirements:
  • DipFA Level 4 qualification required (AF7 beneficial).
  • At least 3 years in a similar complaints role in wealth management or financial planning, with pension advice expertise.
  • Experience with redress calculations, FOS escalations, root cause analysis, MI production, and regulatory reporting.
  • Strong understanding of FCA-regulated complaints DISP requirements.
What We Offer:

We offer a competitive salary of £60,000 - £70,000 per annum, depending on experience, along with a comprehensive benefits package and opportunities for career growth and development.



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