Senior Pensions Complaint Handler

Senior Pensions Complaints HandlerLiverpool City Centre (Hybrid - 1 day from home after training)Salary: Up to 35,000 (depending on experience) + annual bonusMonday to Friday, 9:00am - 5:00pm (flexible start and finish times) The OpportunityWe''re looking for an experienced Pensions Complaints Handler to join a well-established and growing financial services business in Liverpool.This is a fantastic opportunity for someone with a strong background in financial services complaints, particularly within pensions, to step into a more senior, specialist role handling complex cases and ensuring fair, thorough outcomes for customers.You''ll play a key role in managing complaints end-to-end, working within regulatory frameworks and contributing to a high-quality, customer-focused service.Key ResponsibilitiesManage a caseload of pensions-related complaints from receipt through to final responseInvestigate complex issues thoroughly, reviewing policy, process, and regulatory considerationsDraft clear and compliant final response letters in line with FCA requirementsLiaise with internal teams, advisers, and customers to gather relevant informationEnsure all complaints are handled within FCA DISP rules and internal SLAsIdentify root causes and trends, contributing to continuous improvement initiativesSupport escalated cases, including those referred to the Financial Ombudsman Service (FOS)Maintain accurate documentation and audit trails throughout the complaints processAbout YouMinimum 5 ..... full job details .....