Complaints Manager in Edinburgh

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 Compensation and benefits On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days Defined contribution pension scheme, which Gallagher will also contribute to Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x Income protection, we’ll cover up to 50% of your annual income, with options to top up Health cash plan or Private medical insurance Other benefits include: Three fully paid volunteering days per year Employee Stock Purchase plan, offering company shares at a discount Share incentive plan, HMRC approved, tax effective, stock purchase plan Critical illness cover Discounted gym membership, with over 3,000 gyms nationally Season ticket loan Access to a discounted voucher portal to save money on your weekly shop or next big purchase Emergency back-up family care And many more…