Complaints Manager

Complaints Manager

Join Legal & General – a leading UK financial services group. We are seeking a Complaints Manager to join our PRT Client Services team. The role focuses on delivering fair outcomes for customers while driving continuous improvement in our processes.

What you’ll be doing:

• Managing Defined Benefit pension complaints and ensuring fair, compliant outcomes
• Investigating complaints thoroughly and maintaining robust audit trails
• Analyzing root causes and recommending effective remedial actions
• Interpreting complex Defined Benefit scheme structures and responding to queries
• Supporting customer services with retirement calculations and bespoke communications
• Collaborating with third‑party suppliers on complaint management and providing feedback
• Delivering training to improve complaint recognition and handling across teams
• Maintaining the complaints database and producing accurate management information

Qualifications

• Strong knowledge of Defined Benefit pension schemes and related regulations
• Experience in complaint handling processes and customer service procedures
• Ability to analyze data, identify trends, and implement improvements
• Excellent communication and influencing skills with a collaborative approach
• Proficiency in Microsoft Office and familiarity with complaint databases
• Organised and detail‑oriented with strong judgement and analytical skills
• Adaptability and willingness to embrace change in a dynamic environment
• Pension qualification (CII or PMI) desirable but not essential

Benefits

• The opportunity to participate in our annual, performance‑related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare plan (permanent employees only)
• At least 25 days holiday, plus public holidays, and 26 days after 2 years’ service. Option to buy and sell holiday
• Competitive family leave
• Participation in our electric car scheme – hire a brand‑new electric car via salary sacrifice (permanent employees only)
• Various discounts on our products and at partner retailers
• Well‑designed workspaces that foster collaboration and well‑being

Additional Information

At L&G, we believe it’s possible to generate positive returns today while helping to build a better future for all. If you join us, you’ll be part of a welcoming, inclusive culture with flexible working options including part‑time, term‑time and job shares. We value your strengths and potential – we encourage you to apply even if you don’t meet every criterion.

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