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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