Pensions Complaints Handler

Belfast

4-6 months FTC

Competitive Day Rate

We’re looking for an experienced Pensions Complaints Handler to join our client’s specialist team in Belfast on a fixed-term contract. You’ll play a key role in investigating, resolving, and responding to pension-related complaints in a timely and compliant manner, ensuring fair outcomes for customers.

This is an excellent opportunity for someone with a strong pensions or financial services background who enjoys problem-solving, clear communication, and delivering exceptional customer service.

Key Responsibilities

• Handle end-to-end complaints relating to pension products and services.
• Investigate issues thoroughly, liaising with internal teams and external stakeholders as required.
• Assess evidence, apply relevant legislation and regulations, and ensure decisions align with company policies.
• Draft clear, professional written responses that meet FCA/FOS requirements.
• Maintain accurate records and case notes within the complaints management system.
• Meet agreed timescales and quality standards for case resolution.

Skills & Experience

• Proven experience in complaints handling, ideally within pensions, retirement products, or wider financial services.
• Strong understanding of pension schemes (DB, DC, annuities, transfers, etc.) and related regulatory frameworks.
• Excellent written and verbal communication skills.
• High attention to detail with the ability to interpret complex information.
• Ability to work independently and manage a varied caseload.
• Familiarity with FCA DISP rules and FOS processes is highly desirable.

Why Join?

• Work with a respected financial services organisation with a strong focus on customer fairness.
• Competitive day rate and hybrid working flexibility.
• Opportunity to enhance your specialist pensions knowledge and gain exposure to complex cases.