Pensions Complaints Lead

About the role

Complaints Oversight & Case Management Lead the end-to-end management of complaints and escalated cases, ensuring they are handled efficiently, consistently, and within agreed service standards Take ownership of complex and high-risk complaints, overseeing investigations and ensuring outcomes are fair, robust, and clearly articulated Ensure all responses align with internal policies, client requirements, and the external legal and regulatory framework Customer Outcomes & Quality Assurance Champion excellent customer outcomes, ensuring complaints are managed with professionalism, empathy, and technical accuracy Maintain high quality standards across complaint handling, providing guidance and oversight to ensure consistency in approach and response Root Cause Analysis & Continuous Improvement Lead the identification and analysis of root causes behind complaints, identifying systemic issues, trends, and control gaps Translate insights into actionable recommendations to improve processes, controls, and service delivery Champion a culture of continuous improvement, proactively driving initiatives that reduce complaint volumes and enhance customer experience Stakeholder & Client Management Build strong working relationships with Client Managers, Administration Managers, and Team Leaders to ensure effective handling of complaints and escalations Act as a key point of contact for the client, providing clear, timely updates on complaint trends, case progress, and risk exposure Support and, where appropriate, lead discussions with clients and complainants regarding complaint outcomes and settlement negotiations Governance, Processes & Controls Contribute to the development and ongoing refinement of complaints processes, policies, procedures, and standards Ensure robust oversight of complaints not immediately resolved, maintaining clear tracking, reporting, and governance Support the embedding of strong controls and best practice across the wider administration function

Requirements

• Proven experience in complaints management within a financial services or regulated environment, including handling complex and high-value cases
• Strong understanding of complaints handling frameworks, governance, and regulatory expectations (e.g., FCA principles, DISP or equivalent)
• Knowledge of occupational pension schemes (DB and/or DC) is highly desirable
• Demonstrable experience managing challenging or sensitive customer situations, with the ability to reach fair and balanced outcomes
• Strong capability in drafting clear, structured, and defensible written responses to complex complaints and escalations
• Ability to think analytically and strategically, identifying systemic issues beyond individual cases and display strong attention to detail, ensuring accuracy in all outputs
• Proven ability to engage, influence, and build relationships with a wide range of stakeholders, including senior management and client representatives
• Excellent written and verbal communication skills, with the ability to present complex information clearly and persuasively
• Ability to provide guidance and informal leadership, supporting colleagues and driving consistent standards across teams
• Highly organised, with the ability to prioritise competing demands and manage multiple complex cases simultaneously

Additional Information

Join us as a Pensions Complaints Lead within our Outsourcing line of business based out of our Redhill office working hybrid. As a Pensions Complaints Lead for one of our largest and most high-profile pension clients, you will be ensuring end-to-end accountability for the effective management, oversight, and resolution of customer complaints and escalated queries. In this role, you will be majorly responsible for leading the investigation and resolution of complex complaints, ensuring responses are clear, well-reasoned, and aligned with regulatory expectations. Acting as a subject matter expert, you will provide guidance, support, and oversight to operational teams, ensuring consistency, quality, and timeliness in complaint handling.

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