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Complaints Handler - Pensions

North Oak Recruitment Ltd
Job LocationLeicester
EducationNot Mentioned
Salary25,000 - 30,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Complaint Handler - PensionsLeicester, Bolton or Edinburgh - Hybrid (Our Ref AL1193)Salary to c£30,000 per annum + excellent benefits(Hybrid pattern - 1 day per week in the office)My client is one of the UKs leading independent specialist pensions providers, and they have excelled in self-invested pension provision for over 30 years. They now have an excellent opportunity for an experienced pensions professional join their team.The Role

  • Ownership of service recovery case management through skills and activities such as scheme deconstruction, file reconstruction, data mining and investigation, forensic assessment, document analysis in order to prepare overviews, reports and recommendations.Personal ownership, control and management of situations, cases and thematic matters.
  • Provide written responses that are clear, articulate and straight-forward; with accurate overviews of the complaint(s) and reasoning behind the response.
  • Calculation/evaluation of loss: decide and apply correct interest calculation, assess maximum potential commercial liability for the firm.
  • Measure and refine redress process and calculations. Research and benchmark against ongoing TPO / FOS decisions to ensure firm policy and approach aligned with the regulators.
  • Assess whether conduct risk is embedded, and the firm is consistently delivering fair outcomes to consumers. Precedent case handling, including identification and assessment of case themes, recommendations for improvement.
  • Proactively managing relationships and expectations with clients, both Financial Advisers and members.
  • Create and capture MI, data analysis (trends/themes/risks), process intervention and improvement.
  • Develop recommendations underpinned by robust data analytics and MI for continuous improvement of the firms risk management.
Experience Required
  • Understanding of HMRC requirements, rules, manuals and guidelines relating to SIPP/SSAS
  • Understanding of trust-based pension schemes and trustee duties
  • Good understanding of compliance requirements for SIPP/SSAS
  • Good understanding of DPA and DSAR legislation.
  • Understanding of legal documentation relating to SIPP / SSAS
  • Exceptional judgment and communication skills, with solid risk and controls awareness
  • Clear and proven oral and written communications skills
  • Professional qualifications either in CII or CISI or an interest to study towards is desirable.
  • Comparable experience in a regulated financial services company / complex regulated environment, ideally in SIPP and SSAS administration
  • Experience in at least one of the following for a minimum: service recovery / complaints handling / trustee technical support / complex case management (problem solving) / specialist technical support / SME - such as investments, drawdown, QROPs, transferouts
If this role is of interest, please apply with an up to date CV. We aim to respond to all applications within 10 days. By submitting your CV you consent to it being retained for use in connection with this and future relevant and/or similar vacancies, youcan of course, opt out of this at any time by emailing us. Full Privacy Notice can be found on our website.

Keyskills :
Customer ComplaintsPersonal Pensionspensionscompliancecomplaints

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