Complaint case reviewer – Life & Pensions
Complaint case reviewer – Life & Pensions
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Complaint case reviewer – Life & Pensions
Location:
Hybrid
Reports to:
Complaints Team Manager
Hours:
37.5 hours per week, Monday to Friday. Temporary to permanent.
Role Purpose
As a Complaint Handler in our Life & Pensions team, you will be responsible for resolving escalated customer complaints in line with FCA regulations. You’ll ensure fair and consistent outcomes for our customers, identify trends and root causes to support business improvements, and contribute to the development of a supportive, high-performing team culture.
This role will allow you to use new AI case management software, this is an exciting opportunity to be part of a team leading the way in the use of cutting-edge technology to assist case handlers in providing fair, consistent and AI assisted complaint resolutions.
Key Responsibilities
• Utilise the AI system to Investigate and resolve customer complaints, ensuring compliance with regulatory standards
• Accurately review financial redress where appropriate
• Embrace the use of AI to assist and support you in your role
• Identify root cause trends to drive continuous improvement
• Review AI generated bespoke written responses tailored to each customer's situation
• Support knowledge sharing and contribute to a collaborative team environment
• Ensure positive customer outcomes are at the heart of all complaint resolutions
Key Behaviours for High Performance
Customer Focus:
• Understand how complaint resolution impacts customer trust and business reputation
• Communicate clearly and empathetically to rebuild customer confidence
Attention to Detail:
• Ensure complaint outcomes are accurate, fair, and well-documented
• Follow regulatory procedures with diligence and care
Resilience & Problem-Solving:
• Approach complex complaints with a calm, methodical attitude
• Stay focused under pressure and respond constructively to challenges
• Share updates, trends, and ideas with the wider team
• Build strong relationships across departments to support root cause resolution
• Identify opportunities to improve complaint processes and customer experience
• Keep up to date with changes in regulation and internal policies
Key Relationships
Internal:
• Compliance and Risk Teams
• Training & Quality Teams
External:
• Financial Ombudsman Service
• Customers and third-party representatives
Technical Skills:
• Excellent written and verbal communication
• Good understanding of complaint handling procedures and financial services systems
Qualifications:
• Good general education (minimum GCSEs or equivalent)
• Industry-specific qualifications (desirable but not essential)
Experience:
• Demonstrable experience in Life & Pensions or broader Financial Services
• Proven background in handling escalated complaints and delivering regulatory outcomes
• Ability to work independently, prioritise workload, and meet deadlines
What We Offer
• Starting salary of £13.60 per hour increasing to £14.35 on successful completion of your probation.
• Access to ongoing training and career development within a supportive team
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Temporary
Job function
* Job function
Administrative
* Industries
Outsourcing and Offshoring Consulting
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