Pension Complaint Reviewer - remote

We have a fantastic opportunity for an experienced Pension Complaint Reviewer well versed in the end-to-end complaints process to join a project offering remote working. 

You will be responsible for complaints regarding life and pension products, from transfer delays to bereavement pay out issues and everything in between. The key focus of the role is to ensure the customer receives excellent service from the start, through to resolution, including contacting the customer to clarify points, completing redress and following up with a call to address the point findings and solution before issuing a final response letter. You will be required to follow complex processes using multiple systems to achieve a suitable outcome and will need the organisation to manage your own case pipeline and chase outstanding information from multiple sources. 

Previous end to end complaints experience working with pension products is a must.

What you’ll be doing as a Pension Complaint Reviewer:

• Reviewing and assessing customer servicing complaints related to their life or pension product.
• Taking ownership of a pipeline of cases and manage deadlines. 
• Contacting customers to discuss points and outcomes. 
• Monitoring outstanding queries and proactively chasing for information to close cases.
• Analysing and documenting call recordings and correspondence to aid decision.
• Updating systems accordingly to record outcome.
• Completing financial loss calculations and considering tax liabilities. 
• Writing full final response letters.
• Assisting with progressing customer requests once the service complaint is resolved.

We’re looking for a Pension Complaint Reviewer with:

• Clear experience managing pensions complaints and a good knowledge of different schemes. 
• Experience processing complex calculations with manual elements.
• Adaptability to work on multiple client systems.
• Strong communication and negotiation skills to interact with both customers, internal teams and third parties.  
• Excellent attention to detail and letter writing proficiency.
• Diploma Level 4 qualification is advantageous but not essential.

Hours: 37.5 hours a week Monday to Friday between the hours of 9am-5:30pm.
Location: Remote
Duration: Initially a 2–3-month contract with opportunity to extend.
Day rate: £252 per day via Umbrella 

To apply for this role as Pension Complaint Reviewer, please click apply online and upload an updated copy of your CV. 

Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks. 

We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. 

To help you stay safe in your job search we will never ask for your bank details at the application stage.

Candidate Source Ltd is an advertising agency. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to.