Pensions Complaints Handler

Life & Pensions Complaints Handler

Location: Belfast City Centre
Salary: Depending on Experience
Hours: Monday - Friday, 9:00am - 5:00pm
Contract: Permanent

Looking to build a career within Financial Services?

Ashton Recruitment is currently recruiting a number of Life & Pensions Complaints Handlers on behalf of a leading global technology and business services provider based in Belfast City Centre.

This is an excellent opportunity for individuals with experience in pensions administration, life assurance, protection products, financial services operations, customer resolutions or complaints handling to join a specialist team supporting some of the UK's leading financial services organisations.

You’ll investigate and resolve complaints relating to pension and life assurance products, ensuring customers receive fair outcomes while working within a regulated FCA environment.

Following successful completion of probation, hybrid working will be available.

Key Responsibilities

• Investigate complaints relating to pensions, life assurance, whole-of-life and protection products
• Review policy documentation, customer records and correspondence to establish fair complaint outcomes
• Liaise with customers, Independent Financial Advisers (IFAs), pension providers and internal stakeholders
• Draft clear, professional and empathetic complaint response letters
• Manage complaints through to resolution within agreed service levels
• Ensure compliance with FCA regulations and internal governance procedures
• Maintain accurate case records and documentation
• Identify trends and contribute towards continuous improvement initiatives

Essential Criteria

• Experience within pensions administration, life assurance, financial services, insurance or complaints handling
• Strong written communication and investigation skills
• Excellent attention to detail
• Ability to work effectively within a regulated environment
• Strong analytical and problem-solving abilities

Desirable Criteria

• Previous complaints handling experience within pensions, life assurance or insurance
• Knowledge of FCA complaint handling requirements
• Understanding of pension products, retirement planning or life assurance policies
• CeFA, R01, CF1 or other relevant financial services qualifications

What's On Offer?

• Permanent position with a global organisation
• Belfast City Centre location
• Hybrid working after probation
• Structured training and development programme
• Excellent career progression opportunities within financial services
• Opportunity to specialise within life assurance and pensions complaint resolution

Important Information

Any offer of employment will be subject to the successful completion of Fit and Proper Person checks in line with Financial Conduct Authority (FCA) requirements. These checks may include regulatory references, criminal record checks and verification of qualifications and employment history.

Ashton Recruitment is acting as a Recruitment Agency in relation to this vacancy.

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