Job Description Are you an experienced complaint handler with deep knowledge of Defined Benefit (DB) pensions? Do you thrive on solving complex problems, delivering fair customer outcomes, and acting as a subject‑matter expert? If so, this is a fantastic opportunity to join our PRT Client Services team as a Senior Complaint Handler. This role is hands‑on and highly specialised. You will own and manage all Defined Benefit pension complaints, achieving the right customer outcomes while identifying opportunities to continually improve service throughout PRT Client services, LGRI. You will also investigate complaints and resolve within the regulatory framework prescribed by the Industry Regulator and internal compliance/business standards. What you'll be doing: Leading the full investigation and resolution of Defined Benefit pension complaints, ensuring fair, timely, and compliant outcomes. Providing clear, empathetic written and verbal responses that align with our customer experience standards and Treating Customers Fairly principles. Maintaining robust audit trails and supporting the Financial Ombudsman Service (FOS) and Pensions Ombudsman (TPO) where needed. Interpreting scheme rules and benefit specifications to accurately assess complex case scenarios. Identifying complaint root causes and contributing to improvements across PRT Client Services. Delivering training and guidance to colleagues on complaint handling best practice and technical DB matters. Producing accurate management information and reports on complaint trends, costs, and themes.