Overview
We are looking for a proactive Complaints Handler to join our team and deliver outstanding service. In this role, you will manage complaints related to trust-based pensions administration, conducting thorough investigations, identifying solutions, and ensuring clear communication to resolve issues effectively. You will analyse root causes, provide valuable insights and trend analysis, and collaborate with teams to drive significant improvements. You will also play a key role in improving nationwide projects and encouraging ongoing improvements, positively impacting our clients and operational workflows. If you are detail-oriented, solution-focused, and passionate about creating positive change, we would love to hear from you. Apply now and help shape a better experience for our clients! How you'll make an impact Undertake reviews of complaints and E&O’s, creating timelines, gathering evidence, carrying out root cause analysis and providing feedback and learnings as the need arises Trace and provide evidence needed to support internal and external audits, checking the evidence to ensure it is satisfactory for submission Provide MI in relation to complaints and audits Help with deep dive reviews when new processes or changes are implemented to help mitigate risks of complaints or E&Os Act as a subject matter expert regarding complaints management, business controls and the quality assurance framework Involvement in given national initiatives and continuous improvement activities to support ongoing improvement and learning from complaints and E&Os Maintain an up to date knowledge of Gallagher processes About You Adaptability & Flexibility - Adapts to changing business needs, conditions, and work responsibilities. Analysis / Reasoning - Examines data to understand issues, draw conclusions, and solve problems. Creative & Innovative Thinking - Develops fresh ideas that provide solutions to all types of delivery challenges. Customer Focus – understands the impact on customers and ensures TCF principles Influencing Others - Committed to furthering the organization’s objectives and engaging others in doing the same. Job Knowledge / Technical Knowledge - Demonstrates knowledge of techniques, skills, equipment, procedures and materials. Applies knowledge to identify issues and internal problems; works to develop additional technical knowledge and skills. Problem Solving - Resolves difficult or complicated challenges. Relationship Building - Builds constructive working relationships characterised by a high level of acceptance, cooperation, and mutual respect. Self-Management - Manages own time, priorities, and resources to achieve goals. 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…