Job Title

Life & Pensions Complaint Analyst

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Job Description

Role Purpose


A fast paced and interesting role dealing with the investigation and resolution of administration complaints across the companies and Heritage books of business. Maximise number of telephone complaints to deliver excellent customer outcomes. Analyse complaints to identify key root cause and complaint reduction opportunities. Adhere to and help develop best practice whilst adhering to regulatory requirements.


Your Responsibilities

Conduct & Fair Customer Outcome responsibilities – Putting customer’s interests at the heart of how we conduct business. Demonstrated through your individual behaviours with a clear focus on treating our customers fairly and delivering the right outcomes at all stages throughout the product lifecycle.

Company Culture – Ensure you positively demonstrate and evidence the companies Values and Leadership/Personal imperatives supporting the delivery of fair customer outcomes.

Key Role Responsibilities (These are the key deliverables and outcomes of the role)

  • – Use proven customer service skills to resolve administration and service complaints in a manner that is consistent with best practice, whilst supporting TCF and adhering to regulatory requirements.


  • – Convey decisions to clients both verbally and in writing, promoting clear communication with customers to assist with swift and satisfactory case resolution.


  • – Liaise and build relationships with our internal and external customers, whilst being an advocate for Service Resolution at all times.


  • – Provide an assessment of the implications to the company following investigation of the complaint; and suggest corrective action as appropriate.


  • – Identify areas for improvement within the companies current processes and procedures during the course of an investigation and implement any appropriate remedial action to ensure that we learn from our mistakes.


  • – Recommend and authorise redress (refund of premiums, interest, ex-gratia payments and other disbursements to complainants), within agreed authorisation limits.


  • – Support the companies Treating Customers Fairly (TCF) culture and pay due consideration to the TCF values and principles relevant to Complaints Handling at all times.



  • – Ability to make effective decisions under pressure.
  • – Excellent communication skills and ability to adapt to different customer profiles and internal audience.
  • – Ability to think analytically and should be a problem solver.
  • – Ability to gather and interpret relevant data and information
  • – Able to multi-task and switch priorities to suit changing business needs.



Knowledge & Experience

  • – Good working knowledge of the Alpha platform.
  • – Detailed knowledge of Financial Services environment and legislation.
  • – Detailed knowledge of regulatory requirements and company procedures for handling complaints from investors.
  • – Detailed knowledge of the companies products and procedures.
  • – Detailed knowledge of business improvement procedures and application.



  • – Detailed knowledge of regulatory requirements and Admin Re UK procedures for handling complaints from investors.
  • – A working knowledge of Life and Pensions business.
  • – Customer Service experience would be essential.
  • – Complaint handling experience would be desirable.
  • – An understanding of TCF.
  • – Detailed knowledge of the companies products and procedures.
  • – Detailed knowledge of business


Your Conduct Strategy responsibilities – Conduct Strategy is the risk that a firm’s practices and behaviours could result in poor outcomes for customers.

Company Internal Behaviours – Ensure you positively demonstrate and evidence the companies culture and the right behaviours that support the delivery of fair customer outcomes and that all internal processes and decisions/working practices you make/undertake, take into account the relevant risks and impacts to our customers.

TCF – Ensure you understand what the fair treatment of our customers’ means, noting you are expected to (a) achieve this at all times, and (b) treat our customers as you would like to be treated yourself.  You should reinforce a strong Treating Customers Fairly (TCF) ethic across the business, by following our policies and practices, focusing on the delivery of consistently good customer service and outcomes consistent with the six guiding regulatory principles regarding TCF to understand our customers’ needs, deliver a service that achieves a positive experience and drive loyalty.

Our External Behaviours – Proactively feedback on areas where, despite our processes being fair and compliant, you observe that customers act in a way that is not consistent with that which we, as industry professionals, would expect to observe.  Management can then assess opportunities (through both Strategic & Process changes) to improve the customer information needs / journey, in order to help advance customer interests and education.

If you find this role of interest, click apply and contact James  to discuss further or e-mail

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