Complaints Handler

Hybrid Working, Preston Office 2 days a week

To provide compliance across LPP Administration (LPPA), ensure that LPPA understands the nature of complaints received and works across the business to maintain an appropriate risk management culture to reduce the number of complaints and ensure appropriate actions are taken to minimise issues re-occurring.

Ensure 1st Line of Defence Controls are adequately monitored and that LPPA is seeking to minimise operational errors and Security Information Breaches by means of effective processes and procedures.

Key Accountabilities
- Ensure that all complaints received by LPPA are actioned on a timely basis, logging all complaints and contacting Clients and Members to ensuring all correspondence is recorded appropriately
- Coordinate the collation, investigate and review supporting documents to identify actions required to resolve or rebut the complaint.
- Provide excellent customer service when interacting with complainants
- Continually develop personal knowledge and skill, to provide excellent customer service and build understanding of all matters relating to compliance and regulatory risk across the pensions administration business.
- Develop and maintain strong relationships within LPPA teams to ensure appropriate response and actions are taken on a timely basis and that there is a continual improvement and learning programme, following the reporting and resolution of complaints.
- Ensure that reporting in relation to volume and resolutions time is made in a timely and consistent manner as required.

Person Specification
- A proactive, self-motivated team player who can work independently with mínimal supervision, manage a high personal workload with multiple deadlines and continually strive for improvements in quality, efficiency and presentation.
- Strong customer service skills, working as an empathetic and adaptable team member.
- Experience of working in a customer complaints handling role preferred.
- Financial services regulated environment experience preferred but not essential.
- Effective written and verbal communication including the ability to influence and build good working relationships at all levels both internally and externally.
- Highly developed analytical skills and the ability to present reasoned and convincing arguments to support and/or challenge a complaint

n return
- The salary for this role is circa £25,000-£28,000 per year
- We offer 25 days’ holiday, plus Bank Holidays and additional concessionary days
- We operate on a 37-hour working week, with flexibility in working pattern dependent on the role
- When you join LPPA as a new member of our team, you will automatically be given access to our bespoke Reward Discount Scheme "Your Perk Site", which provides our employees with various rewards and benefits to save money
- As you would expect from a pension organisation, LPPA offers employees access to an excellent pension scheme with generous employer contributions
- We have a friendly and sociable work culture whilst providing an environment of continuous personal and professional development to support employees in reaching their full potential

This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.