Ashton Recruitment require several Complaints Handlers for our client based in the City Centre area of Belfast
Position: Life Assurance & Pensions Complaints Handler
Location: Belfast
Duration: Permanent
Pay Rate: £24454.04 - £27000 per annum
Hours of work: Monday - Friday, 09:00-17:00
Please note that any offer of employment will be subject to the successful completion of Fit and Proper Person checks in line with Financial Conduct Authority (FCA) requirements. This will include, but may not be limited to, regulatory referencing, criminal record checks and verification of qualifications and employment history.
Ashton Recruitment is recruiting Life Assurance, Whole‑of‑Life and Pensions Complaints Handlers on behalf of a leading global technology and business services provider based in Belfast City Centre. The organisation delivers specialist complaints handling and customer service solutions across the life assurance, whole‑of‑life, pensions, and general insurance sectors, supporting major UK financial services providers.
This role is ideal for candidates with experience in life assurance administration, whole‑of‑life or pensions servicing, insurance complaints handling, or regulated customer service, who are seeking a long-term, permanent opportunity with hybrid working.
Duties will include:
1. Handle complaints relating to life assurance, whole‑of‑life policies, pension products, and protection insurance from policyholders and Independent Financial Advisers (IFAs)
2. Investigate complaints covering policy administration, underwriting decisions, claims outcomes, premium queries, cancellations, maturity values, transfers, and policy servicing
3. Respond to customers via written correspondence, email and internal systems
4. Prioritise and manage complaint cases in line with the Work Management System and SLAs
5. Liaise with internal departments and external stakeholders (including pension trustees or providers where relevant) to ensure fair, compliant resolutions
6. Draft clear, professional and empathetic final response letters
7. Provide regular updates to customers regarding progress and timescales
8. Ensure complaints are handled in line with FCA regulations, pensions governance standards, and internal compliance procedures
9. Maintain high standards of confidentiality, data protection and fraud prevention
10. Identify trends and contribute to continuous improvement initiatives across life, pensions and insurance products
Essential Criteria:
* Proven experience in life assurance, whole‑of‑life, pensions, or broader insurance administration
* Background in financial services, protection products, pensions administration, or regulated customer resolution
* Strong written communication skills and excellent attention to detail
* Ability to work effectively within a regulated, compliance-driven environment
Desirable Criteria:
* Previous experience in a Life Assurance/Insurance/Pensions Complaints Handler role
* Knowledge of FCA complaint handling rules, pensions‑related regulatory requirements, and industry best practice
* CeFA qualification completed or willingness to work towards it (or similar financial services qualifications such as CF1, LP2, or pensions‑related certifications)
What's on Offer
* Permanent role with a global, well‑established organisation
* Hybrid working after 3 months
* Structured training and long-term career development
* Opportunity to build expertise within a specialist life assurance, whole‑of‑life and pensions complaints team
Ashton Recruitment is acting as a Recruitment Agency.