Pensions & Investments Complaint Handler

  • Working from home
  • Contract
  • £220 - £220

We are currently looking for Complaint Handlers to work in a results-orientated, quality-controlled environment where being able to work with a high level of accuracy to prescribed processes and strict deadlines is essential. You will be working as part of a high-quality team helping a major financial service provider as part of a Pensions and Investments Workstream.

Location: remote

Contract length: Initially 6 month contract (intention to extend)

Rate: £220 per day (inside IR35)

Hours: Monday - Friday, 8 hours per day

Start Dates: ASAP


  • Complete Case Handling and Complaint Handling review within Pensions and Investments
  • Pensions - predominantly SIPP wrappers containing underlying funds - in both accumulation and decumulation phases.
  • OEICs - both ISA and non-ISA
  • Investment Bonds
  • Potentially there could also be complaints related to Venture capital products such as VCTs and EIS schemes and DB pension transfer advice.
  • Carrying out case reviews, reviewing various provider responses and progressing cases through an agreed process flow
  • Review data and evidence gathered in line with the scope of the customer complaint in order to assess eligibility
  • Where required, liaise with relevant 3rd parties via phone
  • Work in line with process and procedures and COMP rules
  • Produce required response letters
  • Work with a claims management workflow system
  • Ensure data protection remains a focus

Essential experience: -

  • Extensive case handling/complaint handling experience, ideally within Financial Services
  • Experience of dealing with customers in a regulated environment (Pensions and Investments is a MUST)
  • Ability to demonstrate decision making using a holistic approach
  • Excellent attention to detail and accuracy
  • Ability to work to demanding deadlines (workflow & time management)
  • Ability to attain and maintain specified quality and production targets
  • Ability to work independently & as part of a rapidly changing team
  • Demonstrate an ability to work with honesty, integrity and trustworthiness
  • Maintain high standards of professionalism and competence
  • Good communication skills
  • Good letter writing skills
  • Good telephony skills

If you would like to be considered, please send your CV to Diana Duggan Associates without delay.