Complaint Officer | £26,500 | 12-Month Fixed Term Contract | Edinburgh
Our client, a UK leader in Pensions and Life Assurance, is looking for a team of dedicated Complaint Officers to join their team in Edinburgh.
As a Complaint Handler, you will take ownership of the full end-to-end complaints process, from initial receipt to final resolution, ensuring fair outcomes for customers while adhering to regulatory guidelines.
Please note this role will require you to be based within a commutable distance of Edinburgh – You will be based in office 5 days a week through training and accreditation, moving to hybrid after.
Key Responsibilities:
1. Managing the full lifecycle of customer complaints, from inital data gather to final response.
2. Collaborating with internal teams to gather necessary information and drive complaint resolutions.
3. Ensuring compliance with regulatory standards by maintaining accurate records and adhering to best practices.
4. Identifying trends in complaints and providing insights to enhance processes and customer experience.
5. Delivering excellent customer service at every touchpoint.
About you:
6. Complaints experience in financial services or wider regulated markets — Pensions or Life Assurance experience is desirable but not essential.
7. A strong communicator, capable of handling complex and sensitive issues with empathy and professionalism.
8. A problem-solver with analytical skills and a commitment to delivering fair outcomes.
9. You are organised and can manage multiple cases, prioritising workloads effectively.
10. You are within commutable distance to Edinburgh.
What can we offer you?
11. £26,500
12. 12-month fixed term contract
13. Valuable experience in the Pensions & Investments space
14. Experience with an industry leader committed to delivering outstanding customer service
If you’re ready to take the next step in your career and make a real difference in the financial services industry, apply today.