Complaints Manager

We’re looking for a Complaints Manager to join our PRT Client Services team. This role is all about delivering fair outcomes for customers while driving continuous improvement in our processes. If you’re passionate about problem-solving, compliance, and creating a positive customer experience, we’d love to hear from you.

What you'll be doing:

• Managing Defined Benefit pension complaints and ensuring fair, compliant outcomes
• Investigating complaints thoroughly and maintaining robust audit trails
• Analysing root causes and recommending effective remedial actions
• Interpreting complex Defined Benefit scheme structures and responding to queries
• Supporting customer services with retirement calculations and bespoke communications
• Collaborating with third-party suppliers on complaint management and providing feedback
• Delivering training to improve complaint recognition and handling across teams
• Maintaining the complaints database and producing accurate management information

Who we're looking for:

• Strong knowledge of Defined Benefit pension schemes and related regulations
• Experience in complaint handling processes and customer service procedures
• Ability to analyse data, identify trends, and implement improvements
• Excellent communication and influencing skills with a collaborative approach
• Proficiency in Microsoft Office and familiarity with complaint databases
• Organised and detail-oriented with strong judgement and analytical skills
• Adaptability and willingness to embrace change in a dynamic environment
• Pension qualification (CII or PMI) desirable but not essential

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance -related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• There are the many discounts we offer – both for our own products and at a range of high street stores and online
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all. 

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. 

It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.