Complaint Handler - Life & Pensions

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, ideally within Life & Pensions. Or, we would be willing to consider demonstrable experience from a different sector in escalated complaints handling.

• 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.

• 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 up to £25,000 per annum dependent on experience.

• 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 reasonableadjustments@capita.com or call 07784 237318 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 https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work.