Complaints Officer

Our client is a UK leader in Pensions and Life Assurance, providing innovative financial solutions that help customers secure their financial future. They pride themselves on delivering exceptional customer service and resolving concerns effectively. They're now seeking a dedicated Complaints Officer to join the team in Edinburgh.

The Role:
As a Complaints Officer, 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. This includes thorough investigation of complaints, engaging with multiple stakeholders, and implementing effective solutions. You’ll play a critical role in upholding our client's reputation for excellence in customer care.

Key Responsibilities:

• Manage the full lifecycle of customer complaints, from initial acknowledgement to resolution and closure.
• Conduct detailed investigations into complaints to identify root causes and determine appropriate resolutions.
• Liaise with internal departments to gather necessary information and ensure a seamless resolution process.
• Maintain accurate records of all complaint activities and outcomes, ensuring compliance with regulatory standards.
• Identify complaint trends and provide feedback for continuous improvement of processes and services.

About You:
We are looking for a detail-oriented professional who is passionate about delivering excellent customer service and can confidently handle the end-to-end complaints process. While experience in life assurance or pension complaints is highly desirable, candidates with broader financial services complaints experience are welcome to apply.

What You’ll Need:

• Proven experience managing financial services complaints, including conducting detailed investigations.
• Strong analytical and problem-solving skills, with a focus on accuracy and attention to detail.
• Excellent communication skills, both written and verbal, to handle sensitive and complex issues effectively.
• Ability to manage multiple tasks, prioritize workloads, and work collaboratively with cross-functional teams.
• A customer-focused approach and a commitment to delivering fair and timely outcomes.

What we can offer: 

• Competitive starting salary of £26,673
• Pay increases based on regular performance reviews
• Hybrid working arrangement following probation
• Flexible Benefits including Private Pension, Critical Illness Cover, Life Assurance, Company Pension
• Comprehensive 6-week developmental training program
• Subsidized on-site restaurant (including a Costa Coffee outlet!)
• Access to a fully equipped on-site gym with fitness classes and a 5-a-side football pitch
• Generous 25 days of annual holiday plus additional office closure days
• Engaging company events and skills workshops

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