Core Complaints Officer

At LVFS, we are seeking a dedicated, empathetic individual with a keen eye for detail and excellent communication skills, to join our team as a Core Complaints Handler.

Within this crucial role, you will liaise with customers who have submitted a complaint. You will think logically and apply your investigative skills, to assess and resolve escalated FCA reportable and non-reportable complaints, in accordance with business policy.  

About You

Our ideal candidate will…

• Demonstrate proven negotiation skills within a customer-focused role
• Showcase excellent listening skills, with the ability to mediate and defuse situations
• Work independently and proactively, in a way that meets regulatory requirements
• Be organised and able to prioritise workload effectively, meet targets and achieve positive results
• Accurately interpret and summarise key data
• Have a keen eye for detail with the ability to proof-read and create factually correct summary documents for our customers and stakeholders (strong literacy skills will be key)
• Possess extensive and detailed knowledge of protection products and financial services regulations
• Exhibit strong analysis, observation, and problem-solving skills
• Have excellent written and verbal communication skills. 

Key Responsibilities

Your duties will include...

• Taking responsibility for making decisions where ex-gratia/policy related payments are appropriate, calculating levels of redress, and evaluating levels of compensation and goodwill.
• Ensuring that all complaint handling is conducted in accordance with regulatory requirements, while providing a first-class service to our customers.
• Explaining detailed complaint investigation outcomes to customers/IFAs by telephone, letter, and email.
• Maintaining information held on the complaints database to identify systemic issues and enable root cause trend analysis.
• Recognising and recording customer needs in vulnerable situations, ensuring any further considerations are recorded and acted upon.
• Providing advice, guidance, coaching and feedback to staff in operational and sales areas on complaint recognition and handling, to help eliminate rework and additional compensation costs.
• Identifying and escalating any concerns arising from the handling of complaints.
• Making recommendations to improve processes and working practices to ensure all Consumer Duty aspects are maintained.
• Developing and building relationships across all business areas, IFAs and third-party suppliers.  

Rewards and Benefits

At LV= Life and Pensions, you’ll go above and beyond to do the right thing for our customers and we’ll reward you with an attractive, competitive salary and benefits package in exchange for your hard work. This includes…

• 26 days' holiday – which increases after two years’ service to 28 days 
• The opportunity to buy or sell up to five days’ holiday
• A competitive sales bonus scheme based on personal performance 
• Flexible benefits - Cycle to work scheme/Health Assessment/Personal Accident Insurance/Critical Illness/Private Medical Insurance/Dental Insurance
• A competitive pension for which LV= Life and Pensions will double match the amount you pay, up to 14%
• Group Life Assurance with 4 x basic pay to your dependents - you’ll have the option to increase to 8 x cover
• Group Income Protection, if you are a member of the Pension scheme and reach 5 years’ service
• Employee Assistance Programme (EAP) service for support through difficult times in your life
• Access to a virtual GP service
• Shared parental leave   
• Up to 20% discount on our life products for you and your immediate family. 

Here at LV= Life and Pensions we always love to hear from great people, so don’t forget to follow us on Instagram, Twitter, LinkedIn and Facebook.

We’re also proud to say we’re an equal opportunity employer, and value diversity and inclusivity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We’re also open to conversations about flexible working as part of your application - if it’s right for our customers, our business and for you then we’ll do everything we can to make it happen.

Go on, bring your true self to LV=.