We have an excellent opportunity for a customer-focused, organised individual to join our friendly team as a Core Complaints Officer.
This role is offered on a fixed-term basis until November 2025.
Within this role, the successful candidate will work to thoroughly investigate and resolve customer/financial advisor complaints regarding service, or current and historical products in a fair, prompt and efficient manner, in accordance with group policies, Financial Conduct Authority requirements and financial ombudsman/regulatory guidelines.
Key Responsibilities
- Analysing, investigating and resolving escalated complaints in accordance with business policy (and dealing with complaints that need to be reported to the Financial Conduct Authority where applicable).
- Making decisions where ex-gratia/policy-related payments are appropriate, calculating levels of compensation, redress and goodwill.
- Adhering to regulatory requirements, ensuring that all complaint handling is conducted in accordance with the relevant rules and requirements.
- Providing and explaining detailed complaint investigation outcomes to customers and financial advisors by telephone and in writing.
- Maintaining the information held on the complaints database to identify systemic issues and enable root cause trend analysis.
- Recognising and recording requirements for vulnerable customers, ensuring the correct level of care is provided.
- Providing guidance, coaching, and feedback to staff in operational and sales areas on complaint recognition and handling, to mitigate errors and additional compensation costs.
- Identifying and escalating any areas of concern from handling of complaints where applicable.
- Working to achieve continuous improvement and making suggestions on how the department can improved processes.
- Developing and building strong working relationships across all business areas, with financial advisers, and our third-party suppliers.
About You
Our ideal candidate will…
- Be responsible for complaints and managing own workload.
- Demonstrate strong organisational, analytical and observational skills.
- Be an excellent communicator, both written and verbally, with an ability to negotiate and mediate effectively.
- Showing empathy and understanding will be essential.
- Be adept at presenting outcomes accurately, and in a clear and concise manner.
- Have a basic understanding of Financial Conduct Authority & Financial Ombudsman practices and procedures.
- Hold some experience/knowledge of Life/Investments/Pension products within a service, compliance, complaint-focused, or technical role.
- Have relevant complaint handling experience in a regulated financial services environment (desirable but not essential).
Rewards & Benefits
This role is a Band B in the LV= Structure.
At LV= Life and Pensions, you’ll go above and beyond to do the right thing for our customers. 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 to 28 days after 2 years of service
- The opportunity to buy or sell up to 5 days’ holiday
- Flexible benefits, including a cycle to work scheme, health assessment, Personal Accident Insurance, critical illness cover, Private Medical Insurance and Dental Insurance
- A competitive pension for which LV= Life and Pensions will double-match the amount you pay, up to 14%
- Group Life Assurance of 4 x basic pay to your dependents - you’ll have the option to increase to 8 x cover
- Group Income Protection, (if you're a member of the Pension scheme and reach 5 years of service)
- Employee Assistance Programme (EAP) service for support through difficult times in your life
- Virtual GP service
- Shared parental leave
- Up to 20% discount on our life products for you and your immediate family.
Please note that we are unable to offer Skilled Worker Visa Sponsorship for this role. Therefore, you must ensure that you are eligible to work in the UK without our sponsorship in order for your application to be considered.
Please note that any successful internal colleagues will be offered a secondment opportunity. To be eligible to undertake an apprenticeship with us, the length of your FTC or secondment must allow for full completion of the course.