Complaints Manager

4 weeks ago


Edinburgh, United Kingdom Gallagher Full time

Overview

We administer DB and DC Pension schemes, and off the back of a period of significant growth, we have created a Complaint Handler/Manager role (we can recruit at either level), which is geared towards centralising our complaint resolution processes. We're eager to speak to individuals with a minimum of 4 years’ experience of complaint handling in the pension sector. Experience in trust based pensions administration complaints handling is particularly preferred. This role is to be a hybrid role; working in our Edinburgh, Bristol, Ipswich or Manchester office 3 days a week and from home the remaining 2. In the role of a complaint handler, you will serve as the primary point of contact for addressing customer concerns and resolving issues effectively and efficiently. Your responsibilities will involve investigating complaints, gathering relevant information, and liaising with various departments to ensure swift resolution. As a crucial link between the company and its customers, you will use strong communication skills to listen empathetically to grievances, demonstrate understanding, and provide clear explanations of actions taken. Moreover, you will play a pivotal role in identifying recurring issues, contributing to process improvements, and maintaining customer satisfaction levels. Additionally, you will assist with completing detailed reports on a regular basis, both internally for the company's records and where required, externally for our clients, providing transparency and insight into the complaint resolution process. How you'll make an impact Investigating complaints and drafting acknowledgements and final responses within the regulatory timeframes Communicating with clients to attempt resolution at the first point of contact and keep them updated throughout the resolution process Accurately recording complaints, ensuring the complaint file is organised and kept updated Deciding on appropriate levels of compensation Handling complaints referred to the Pensions Regulator and drafting responses Assisting with investigating and analysing root causes for complaints, escalating issues and trends, and suggesting solutions and actions Liaising with senior members of staff; communicating updates and core findings from analysis About you Professional pensions qualifications or substantial progress expected – PMI and similar. A minimum of 4 years’ experience of complaint handling in the pension sector. Experience in trust based pensions administration complaints handling is particularly preferred. Analytic Strong attention to detail and accuracy Excellent time management and the ability to prioritize workloads with conflicting importance. Ability to research, interpret and analyse complex data from a variety of sources. Logical approach to problem solving. Communication Excellent written and verbal communication skills with an ability to effectively engage with internal and external stakeholders at all levels. Strong literacy and numeracy skills. Customer Service The desire to provide exceptional customer service for both internal and external customers. Develop a culture of continuous improvement focused on enhancing the end to end customer experience. Interpersonal Self-motivated and able to work on own initiative. Be a champion of change and provide opinions if you have an idea to create more efficiencies. Information Technology Computer literate in the use of Microsoft Office Systems. A willingness to learn new systems is essential #LI-TM2

  • Edinburgh, United Kingdom SCOTTISH LEGAL COMPLAINTS COMMISSION Full time

    We’re looking for a manger for our operational management team at the Scottish Legal Complaints Commission, which helps resolve issues raised by the public about work carried out by Scottish lawyers. We help hundreds of people a year, and our team make decisions which make a difference to people’s lives. In some cases we are awarding compensation and...

  • Complaints Manager

    4 weeks ago


    Edinburgh, United Kingdom Arthur J. Gallagher & Co. (AJG) Full time

    Introduction Discover a world of endless possibilities at Gallagher Benefit Services, where you'll have the power to shape the future of workplaces across industries. As a member of our team, you become the driving force behind positive change, helping clients build environments where employees thrive. Embrace the opportunity to impact lives, unlock...

  • Complaints Consultant

    2 weeks ago


    Edinburgh, United Kingdom Meraki Full time

    **Complaints Consultant** **Edinburgh - on site** **3-month contract** **Excellent day rate** Meraki talent is partenerd with a leadnig Financial Services firm located in Edinburgh to appoint a Complaints Consultant on an inital 3-month contract. This opportunity offers a excellent day rate. The purpose of the Complaints Consultant is to investigate...

  • Complaints Handler

    1 week ago


    Edinburgh, United Kingdom Alexander Mae South West Ltd Full time

    **Complaints / Claims Resolution Advisors** **Financial Services experience working towards Level 4 Diploma or equivalent** **Competitive Salary + Up to 25% Performance Bonus + Superb Benefits** **HYBRID WORKING (ideally 2 days office / 3 days home)** **Locations available**:Bristol, Solihull, Edinburg, Glasgow. Leeds, Newcastle or Exeter **The Job**: As a...

  • Complaint Handler

    1 month ago


    Edinburgh, United Kingdom Coutts Full time

    Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive. This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom. Join us as a Complaints Handler - If you have a passion for client service and...

  • Case Investigator

    7 days ago


    Edinburgh, United Kingdom Scottish Legal Complaints Commission Full time

    We’re looking for people to join our team at the Scottish Legal Complaints Commission. We help resolve issues raised by the public about work carried out by Scottish lawyers. We help hundreds of people a year. Our team reach decisions which make a difference to people’s lives. In some cases we award compensation and explain why the level of service fell...

  • Complaints Officer

    4 weeks ago


    Edinburgh, United Kingdom M&G Full time

    We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role. We have an exciting opportunity for a Complaints Officer to join our M&G Wealth Platform Complaints team in Bath, Stirling or Edinburgh. We will consider flexible working...

  • Complaints Officer

    2 weeks ago


    Edinburgh, United Kingdom M&G Full time

    We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role. We have an exciting opportunity for a Complaints Officer to join our M&G Wealth Platform Complaints team in Bath, Stirling or Edinburgh. We will consider flexible working...

  • Complaints Adviser

    2 days ago


    Edinburgh, United Kingdom Monzo Full time

    Remote, UK | £23,500 - £27,000 (depending on evidenced direct and relevant experience) + Benefits - Please note _- _We are looking for complaint handlers, at different stages of their complaint handling experience. As a minimum you must have banking experience and have supported customers with a frontline resolution. If you are already in a regulated...


  • Edinburgh, United Kingdom Aegon Full time

    Job Description Summary **Job Description**: We are Aegon AEGON UK is a leading provider and distributor of life, pension, and investment products for the corporate and personal markets. Following a period of growth and transformation, we are looking to grow our team within the area of Customer Oversight - Complaints Department Triage Complaint...


  • Edinburgh, United Kingdom Aegon Full time

    Job Description Summary **Job Description**: We are Aegon AEGON UK is a leading provider and distributor of life, pension, and investment products for the corporate and personal markets. Following a period of growth and transformation, we are looking to grow our team within the area of Customer Oversight - Complaints Department Triage Complaint...


  • Edinburgh, United Kingdom Aegon Full time

    Job Description Summary **Job Description**: We are Aegon AEGON UK is a leading provider and distributor of life, pension, and investment products for the corporate and personal markets. Following a period of growth and transformation, we are looking to grow our team within the area of Customer Oversight - Complaints Department Escalation Complaint...


  • Edinburgh, United Kingdom Aegon Full time

    Job Description Summary **Job Description**: We are Aegon AEGON UK is a leading provider and distributor of life, pension, and investment products for the corporate and personal markets. Following a period of growth and transformation, we are looking to grow our team within the area of Customer Oversight - Complaints Department Escalation Complaint...


  • Edinburgh, United Kingdom Aegon Full time

    **We are Aegon** AEGON UK is a leading provider and distributor of life, pension, and investment products for the corporate and personal markets. Following a period of growth and transformation, we are looking to grow our team within the area of **Customer Oversight - Complaints Department** **Triage Complaint Officer** Within Triage we are responsible...


  • Edinburgh, United Kingdom Aegon Full time

    **We are Aegon** AEGON UK is a leading provider and distributor of life, pension, and investment products for the corporate and personal markets. Following a period of growth and transformation, we are looking to grow our team within the area of **Customer Oversight - Complaints Department** **Escalation Complaint Officer** The Escalations Team are...


  • Edinburgh, United Kingdom LRQA group Full time

    **Business Background** **Who are LRQA?** LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection, and training. While we’re proud of our heritage,...

  • Complaint Handler

    3 weeks ago


    Edinburgh, United Kingdom Diligenta Full time

    **Salary**: From £25000-£28779 **Summary of the role**: Job Reference: Dgenta02142 Role Grade: A5 Location: Edinburgh Our customers' needs are rapidly evolving and via Consumer Duty the FCA is also increasing the bar. The complaint role is about listening, responding, anticipating those needs, and using your networking skills to reach fair outcomes for...

  • Complaint Handler

    3 weeks ago


    Edinburgh, United Kingdom Diligenta Full time

    **Summary of the role** Job Reference: Dgenta02142 Role Grade: A5 Location: Edinburgh Our customers' needs are rapidly evolving and via Consumer Duty the FCA is also increasing the bar. The complaint role is about listening, responding, anticipating those needs, and using your networking skills to reach fair outcomes for our customers. If you want to...

  • Complaint Handler

    1 week ago


    Edinburgh, United Kingdom Diligenta Full time

    **Summary of the role** Job Reference: Dgenta02142 Role Grade: A5 Location: Edinburgh Our customers' needs are rapidly evolving and via Consumer Duty the FCA is also increasing the bar. The complaint role is about listening, responding, anticipating those needs, and using your networking skills to reach fair outcomes for our customers. If you want to...

  • Complaints Handler

    1 month ago


    Edinburgh, United Kingdom Alexander Mann Solutions Full time

    We are AMS. We are a global total workforce solutions firm; we enable organisations to thrive in an age of constant change by building, re-shaping, and optimising workforces. Our Contingent Workforce Solutions (CWS) is one of our service offerings; we act as an extension of our clients’ recruitment team and provide professional interim and temporary...