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Pensions Complaints Manager

  • Location: Manchester
  • Salary: Competitive salary DOE per year
  • Job Type:Permanent

Posted 11 days ago

  • Sector: Front-Line Talent
  • Contact: Lauren Dono
  • Contact Email:
  • Contact Phone: 0161 883 2795
  • Expiry Date: 31 July 2024
  • Job Ref: LD/11869

Pensions Complaints Manager

MERJE is seeking an experienced Complaints Manager to join an established client . The successful candidate will be responsible for investigating complaints, liaising with various departments to ensure swift resolution, and contributing to process improvements. This is a hybrid role, with the expectation of being office-based for at least three days per week.

Salary: Competitive salary DOE

Location: UK/Hybrid - Various locations available

The Company

This company is a global HR benefits and human resource consulting firm with a strong reputation for delivering exceptional customer service. The company is committed to providing a supportive and inclusive working environment that fosters professional growth and development.

The Role

The Complaints Manager will be responsible for investigating complaints, liaising with various departments to ensure swift resolution, and contributing to process improvements. The successful candidate will play a crucial role in identifying recurring issues, maintaining customer satisfaction levels, and completing detailed reports on a regular basis. The role offers a competitive salary, benefits package, and hybrid working arrangements.

Key Responsibilities of the Pensions Complaints Manager:

  • Investigating complaints and drafting acknowledgements and final responses within the regulatory timeframes

  • Communicating with clients to attempt resolution at the first point of contact and keeping them updated throughout the resolution process

  • Accurately recording complaints, ensuring the complaint file is organised and kept updated

  • Handling complaints referred to the Pensions Regulator and drafting responses

  • Assisting with investigating and analysing root causes for complaints, escalating issues and trends, and suggesting solutions and actions

Required knowledge and experience for the Pensions Complaints Manager role:

  • A minimum of 4 years' experience of complaint handling in the pension sector (DB)

  • Professional pensions qualifications or substantial progress expected - PMI and similar

  • Experience in trust-based pensions administration complaints handling is particularly preferred

  • Strong attention to detail and accuracy

  • Excellent written and verbal communication skills with an ability to effectively engage with internal and external stakeholders at all levels

To apply for this role, please submit your CV and a covering letter outlining your suitability for the role.


Applicants must be located and eligible to work in the UK without sponsorship.

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If you would like this job advertisement in an alternative format, please contact MERJE directly.