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Complaints Handler (Pensions)

Job description

A new opportunity has arisen for a client relationship manager (Complaints) for this award-winning personal pensions firm.

You will be responsible for the compliance team's complaints handling function.

The role will involve acknowledging, investigating, and responding to complaints.

You will have a positive client-centric attitude and be able to balance the ability to listen to the member's concern, with an unbiased approach to handling complaints.

The role will require to diligently and impartially investigate complaints and keep accurate records of complaints on the complaints register.

You will also be required to report the findings of your complaints to the Senior Compliance Manager and suggest potential resolutions for complaints.

You will provide a honest, unbiased account of your findings having made your decisions based on evidence.

Whilst complaints will be your primary domain, you will be required to assist other areas within the compliance department and the wider business, demonstrating your ability to build strong interdepartmental relationships and working collaboratively to achieve the company's wider goals.

You will have excellent organisational, written and telecommunication skills with a sound knowledge of SIPPs and the ability to multitask.

You will have:

Excellent technical grasp of SIPPs (essential) and SSAS (desirable)

Resolve complaints within SLA, reaching and hopefully exceeding KPIs

Strict compliance to, and working knowledge of, FCA's DISP Rules and/or Pensions Regulator rules and where applicable, HMRC rules

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Our Diversity, Equity and Inclusion Mission

At IDEX, we strive for an inclusion-first company culture where everyone is treated fairly and can bring their authentic selves to work. We recognise and acknowledge that diverse representation at every level of our business requires continuous and measurable effort. We are committed to driving conscious inclusion across our business and creating equitable pathways.