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Pensions Complaints Handler
Belfast
4-6 months FTC
Competitive Day Rate
We’re looking for an experienced Pensions Complaints Handler to join our client’s specialist team in Belfast on a fixed-term contract. You’ll play a key role in investigating, resolving, and responding to pension-related complaints in a timely and compliant manner, ensuring fair outcomes for customers.
This is an excellent opportunity for someone with a strong pensions or financial services background who enjoys problem-solving, clear communication, and delivering exceptional customer service.
Key Responsibilities
- Handle end-to-end complaints relating to pension products and services.
- Investigate issues thoroughly, liaising with internal teams and external stakeholders as required.
- Assess evidence, apply relevant legislation and regulations, and ensure decisions align with company policies.
- Draft clear, professional written responses that meet FCA/FOS requirements.
- Maintain accurate records and case notes within the complaints management system.
- Meet agreed timescales and quality standards for case resolution.
Skills & Experience
- Proven experience in complaints handling, ideally within pensions, retirement products, or wider financial services.
- Strong understanding of pension schemes (DB, DC, annuities, transfers, etc.) and related regulatory frameworks.
- Excellent written and verbal communication skills.
- High attention to detail with the ability to interpret complex information.
- Ability to work independently and manage a varied caseload.
- Familiarity with FCA DISP rules and FOS processes is highly desirable.
Why Join?
- Work with a respected financial services organisation with a strong focus on customer fairness.
- Competitive day rate and hybrid working flexibility.
- Opportunity to enhance your specialist pensions knowledge and gain exposure to complex cases.
