Complaint Handler

Capita is on the hunt for a Complaint Handler to support one of our key Life & Pensions clients in Cheltenham. You'll be responsible for investigating and resolving complaints, while also identifying and escalating root cause trends to drive continuous improvement.

We are looking for someone with experience in the Financial Services sector and knowledge of FCA regulations. Ideally, you've handled escalated complaints in the past, though training can be provided for people looking to move into this role from another role in Financial Services. We would also welcome applications individuals from other sectors who have demonstrable proven experience in escalated complaints and transferable skills.

This role offers a great work-life balance, as it is predominantly home-based with a monthly visit to our Cheltenham office. Therefore, it's essential that you live within a commutable distance to Cheltenham. The position is permanent and full-time, with 37.5 hours per week, Monday to Friday.

Capita is an equal opportunity and disability confident employer.

Job title:

Complaint Handler - Life & Pensions

Job Description:

What will you deliver?  

• Investigate and resolve customer complaints, delivering fair outcomes in line with regulatory requirements.

• Identify and escalate root cause trends and issues that arise.

• Determine appropriate redress including financial loss assessments.

• Liaise with ombudsman services as appropriate.

• Carry out quality checking within the complaints team.

• Share knowledge and expertise with other team members, contributing to a positive and supporting team culture.

• Identify opportunities to build positive customer relationships and provide excellent customer service.

• Process Ombudsman cases in line with procedures and regulatory requirements.

• Maintenance and review of local complaints procedure documentation.

• Design and deliver training for new and existing colleagues.

• Share knowledge and expertise with other team members.

What are we looking for?  

• Demonstrable experience in the Financial Services sector. Life & Pensions knowledge would be advantageous.

• Experience in escalated complaints handling and investigations would be preferred.

• Strong verbal and written communication skills, as the role will involve producing bespoke response letters to customers.

• An understanding of FCA regulations.

• Able to manage varying workloads and priorities.

• Strong organisational and time management skills.

• Excellent problem solving skills.

What can we offer you?  

In this role, you will be given fantastic training and development for your career in financial services. You will also be given the following: 

• A starting salary of £24,043.

• Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave…and plenty more  

• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology  

• You'll be joining a large network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.

About Capita Regulated Services 

At Regulated Services, we're transforming the world of life and pensions, and mortgage services. We're delivering responsible and sustainable services, helping our clients to respond to changing market factors and adapt to the needs of their customers both now and in the future. Our teams work with clients across the UK and Worldwide, offering a range of services from end-to-end administration, digital technology and business support to lending, account and arrears management. Join us and discover better as you shape the future of regulated services.

What's Next? 

If this role is of interest to you, please click below to register, apply and track your progress A member of our Resourcing Team will review your application and be in touch. 

Equal Opportunities 

We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email  or call and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at  

Location:

Cheltenham

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent

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