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The Professional Footballers AssociationEast Region. The PFA ManchesterComplaint Handler - Life & Pensions
CapitaManchester, Manchester, GB- Full-time
- Permanent
Are you a seasoned professional in the Life & Pensions sector with a knack for resolving complaints and identifying trends? Capita is on the hunt for a Complaint Handler to support one of our key Life & Pensions clients in Manchester. You'll be responsible for investigating and resolving complaints, while also identifying and escalating root cause trends to drive continuous improvement.
We are looking for someone with proven experience in the Life & Pensions sector and strong knowledge of FCA regulations. Ideally, you've handled escalated complaints in the past, though training can be provided for people looking to take a step up into this role from another role in Life & Pensions. We would also welcome applications individuals from other sectors who have demonstrable proven experience in escalated complaints and transferable skills.
This role offers a great work-life balance, as it is predominantly home-based with a weekly visit to our Manchester office. Therefore, it's essential that you live within a commutable distance to Manchester city centre. The position is permanent and full-time, with 37.5 hours per week, Monday to Friday.
Capita is an equal opportunity and disability confident employer.
Job title :
Complaint Handler - Life & Pensions
Job Description :
What will you deliver?
- Investigate and resolve customer complaints, delivering fair outcomes in line with regulatory requirements.
- Identify and escalate root cause trends and issues that arise.
- Determine appropriate redress including financial loss assessments.
- Liaise with ombudsman services as appropriate.
- Carry out quality checking within the complaints team.
- Share knowledge and expertise with other team members, contributing to a positive and supporting team culture.
- Identify opportunities to build positive customer relationships and provide excellent customer service.
- Process Ombudsman cases in line with procedures and regulatory requirements.
- Maintenance and review of local complaints procedure documentation.
- Design and deliver training for new and existing colleagues.
- Share knowledge and expertise with other team members.
What are we looking for?
What can we offer you?
In this role, you will be given fantastic training and development for your career in financial services. You will also be given the following :
About Capita Regulated Services
At Regulated Services, we're transforming the world of life and pensions, and mortgage services. We're delivering responsible and sustainable services, helping our clients to respond to changing market factors and adapt to the needs of their customers both now and in the future. Our teams work with clients across the UK and Worldwide, offering a range of services from end-to-end administration, digital technology and business support to lending, account and arrears management. Join us and discover better as you shape the future of regulated services.
What's Next?
If this role is of interest to you, please click below to register, apply and track your progress! A member of our Resourcing Team will review your application and be in touch.
Equal Opportunities
We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email [email protected] or call 07784 237318 and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https : / / www.gov.uk / guidance / apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work .
Location : Manchester
United Kingdom
Time Type : Full time
Contract Type : Permanent