Senior Pensions Complaint Handler

Senior Pensions Complaints Handler

Liverpool City Centre (Hybrid - 1 day from home after training)
Salary: Up to £35,000 (depending on experience) + annual bonus
Monday to Friday, 9:00am - 5:00pm (flexible start and finish times)

The Opportunity

We're looking for an experienced Pensions Complaints Handler to join a well-established and growing financial services business in Liverpool.

This is a fantastic opportunity for someone with a strong background in financial services complaints, particularly within pensions, to step into a more senior, specialist role handling complex cases and ensuring fair, thorough outcomes for customers.

You'll play a key role in managing complaints end-to-end, working within regulatory frameworks and contributing to a high-quality, customer-focused service.

Key Responsibilities

Manage a caseload of pensions-related complaints from receipt through to final response
Investigate complex issues thoroughly, reviewing policy, process, and regulatory considerations
Draft clear and compliant final response letters in line with FCA requirements
Liaise with internal teams, advisers, and customers to gather relevant information
Ensure all complaints are handled within FCA DISP rules and internal SLAs
Identify root causes and trends, contributing to continuous improvement initiatives
Support escalated cases, including those referred to the Financial Ombudsman Service (FOS)
Maintain accurate documentation and audit trails throughout the complaints processAbout You

Minimum 5 years' experience handling financial services complaints, ideally within pensions
Strong understanding of FCA regulations (DISP) and complaints handling procedures
Solid knowledge of pension products, legislation, and administration processes
Experience dealing with complex or escalated complaints cases
Excellent written communication skills, particularly in drafting formal responses
Strong analytical skills with the ability to assess evidence and make fair decisions
High attention to detail and ability to manage multiple cases effectivelyWhat's on Offer

Salary up to £35,000 depending on experience
Annual bonus scheme
Hybrid working (1 day from home after training)
35-hour working week with flexible start and finish times
25 days holiday plus bank holidays
Central Liverpool location with excellent transport links
Supportive, professional working environment
Ongoing development and progression opportunities
Regular social events and additional benefits
Sick pay (following qualifying period)Why Apply?

This is an opportunity to move into a specialist, senior-level complaints role, where your expertise will be valued and you'll have real impact on customer outcomes and business improvement.

If you're interested, please send your CV to:

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Only candidates based in UK and eligible to work in UK are allowed