Complaints & Remediation Specialist

Description:

In this role, you’ll investigate customer complaints, operational errors and service issues, using your analytical and problem-solving skills to understand what happened, identify root causes and deliver fair, effective resolutions.

This is more than a traditional complaints role. You’ll have the opportunity to influence positive change by identifying recurring issues, challenging existing processes and helping implement solutions that improve both customer experience and operational effectiveness.

You’ll work closely with operational teams, subject matter experts and key stakeholders, while developing your knowledge of Life & Pensions products, processes and systems.

What You’ll Be Doing

Complaint & Issue Management

• Manage customer complaints received through multiple channels, ensuring a professional, empathetic and customer-focused experience.
• Investigate complaints by reviewing customer records, policy information and supporting documentation.
• Assess the complexity, urgency and potential impact of individual cases and determine appropriate resolution pathways.
• Prepare clear, accurate and professional complaint responses in line with regulatory requirements, company policies and customer service standards.
• Identify trends and recurring issues through effective reporting and analysis.
• Work collaboratively across the business to implement corrective and preventative actions.

Error Investigation, Remediation & Continuous Improvement

• Investigate operational errors, process breakdowns and customer-impacting incidents.
• Identify immediate causes as well as underlying systemic or process issues.
• Apply your knowledge of Life & Pensions products, processes and systems to develop appropriate solutions.
• Conduct root cause analysis and identify opportunities to strengthen controls and improve customer outcomes.
• Support customer remediation activities, ensuring they are completed accurately, fairly and in line with regulatory requirements.
• Maintain detailed investigation records, findings and recommendations to support governance and reporting.
• Proactively identify emerging risks and contribute to a culture of continuous improvement.