Jobs

Life & Pensions Complaints Handler

Location: Belfast City Centre
Salary: Depending on Experience
Hours: Monday - Friday, 9:00am - 5:00pm
Contract: Permanent

Looking to build a career within Financial Services?

Ashton Recruitment is currently recruiting a number of Life & Pensions Complaints Handlers on behalf of a leading global technology and business services provider based in Belfast City Centre.

This is an excellent opportunity for individuals with experience in pensions administration, life assurance, protection products, financial services operations, customer resolutions or complaints handling to join a specialist team supporting some of the UK's leading financial services organisations.

You'll investigate and resolve complaints relating to pension and life assurance products, ensuring customers receive fair outcomes while working within a regulated FCA environment.

Following successful completion of probation, hybrid working will be available.

Key Responsibilities

• Investigate complaints relating to pensions, life assurance, whole-of-life and protection products
• Review policy documentation, customer records and correspondence to establish fair complaint outcomes
• Liaise with customers, Independent Financial Advisers (IFAs), pension providers and internal stakeholders
• Draft clear, professional and empathetic complaint response letters
• Manage complaints through to resolution within agreed service levels
• Ensure compliance with FCA regulations and internal governance procedures
• Maintain accurate case records and documentation
• Identify trends and contribute towards continuous improvement initiatives

Essential Criteria

• Experience within pensions administration, life assurance, financial services, insurance or complaints handling
• Strong written communication and investigation skills
• Excellent attention to detail
• Ability to work effectively within a regulated environment
• Strong analytical and problem-solving abilities

Desirable Criteria

• Previous complaints handling experience within pensions, life assurance or insurance
• Knowledge of FCA complaint handling requirements
• Understanding of pension products, retirement planning or life assurance policies
• CeFA, R01, CF1 or other relevant financial services qualifications

What's On Offer?

• Permanent position with a global organisation
• Belfast City Centre location
• Hybrid working after probation
• Structured training and development programme
• Excellent career progression opportunities within financial services
• Opportunity to specialise within life assurance and pensions complaint resolution

Important Information

Any offer of employment will be subject to the successful completion of Fit and Proper Person checks in line with Financial Conduct Authority (FCA) requirements. These checks may include regulatory references, criminal record checks and verification of qualifications and employment history.

Ashton Recruitment is acting as a Recruitment Agency in relation to this vacancy.

Ashton Recruitment is recruiting on behalf of an established specialist engineering contractor seeking an experienced Contracts Manager to support its continued growth across the UK and Ireland.

Contracts Manager - Piling & Specialist Civils

Location: Belfast, with travel across Northern Ireland, ROI and the UK
Salary: £55,000-£75,000, dependent on experience
Job Type: Full-time, permanent

This is an excellent opportunity for either an established Contracts Manager or an experienced Senior Project Manager ready to progress into a broader leadership position.

The successful candidate will oversee multiple piling, ground engineering and specialist civil engineering projects. They will be responsible for ensuring each project is completed safely, profitably, on programme and to the required quality standards.

Candidates with direct piling or ground engineering experience are particularly encouraged to apply. However, applications will also be considered from experienced professionals working across heavy civils, foundations, groundworks or other technically complex civil engineering projects.

The Role

You will act as the key link between clients, project teams, commercial departments, subcontractors and senior management.

Your responsibilities will include:

• Managing multiple piling, ground engineering and specialist civil engineering projects from commencement through to completion.

• Ensuring projects are delivered safely, on programme, within budget and to the required quality standards.

• Leading and supporting project managers, site teams, subcontractors and supply chain partners.

• Maintaining effective commercial and contractual control across each project.

• Monitoring project programmes, budgets, resources, risks and overall performance.

• Reviewing project documentation, management plans, method statements and risk assessments.

• Promoting a positive health, safety and environmental culture across all sites.

• Building strong relationships with clients, consultants and other key stakeholders.

• Identifying potential project risks and implementing appropriate solutions.

• Supporting continuous improvement across project delivery and operational processes.

• Providing regular progress and performance reports to senior management.

About You

You should be able to demonstrate:

• Significant project management experience within piling, ground engineering, foundations, groundworks or heavy civil engineering.

• Previous experience delivering technically complex construction or civil engineering projects.

• A strong understanding of project planning, resource management, budgets and programme delivery.

• Good commercial awareness and knowledge of construction contracts.

• Experience leading project teams, subcontractors and supply chain partners.

• Strong client and stakeholder management skills.

• The ability to manage several projects and competing priorities simultaneously.

• Excellent organisational, communication and problem-solving skills.

• A full UK driving licence and willingness to travel throughout the UK and Ireland.

• Good IT and project-reporting skills.

Knowledge of CFA, rotary bored, driven or other piling techniques would be highly advantageous.

A qualification in Civil Engineering, Construction Management or a related discipline is preferred. However, candidates with extensive relevant project experience will also be considered.

Applications are welcomed from established Contracts Managers as well as experienced Senior Project Managers ready to take the next step in their careers.

What's on Offer

• Salary of £55,000-£75,000, dependent on experience.

• Car allowance and fuel card.

• Discretionary bonus scheme.

• Generous annual leave with the option to purchase additional holidays.

• Private medical insurance and health cash plan.

• Company pension scheme.

• Life assurance and occupational sick pay.

• Employee Assistance Programme and Virtual GP.

• Annual health checks.

• Paid professional memberships.

• Ongoing training and career development.

• Enhanced family-friendly policies.

• Cycle to Work Scheme.

• Annual volunteering day.

• Access to on-site gym and wellbeing facilities.

If interested, apply directly or contact Michael on 028 9043 6543.

Ashton Recruitment is acting as a Recruitment Agency in relation to this vacancy.

Are you an experienced HGV 1 Driver looking for a role with structured Monday-Friday hours? We are hiring a Class 1 Driver to safely and efficiently transport materials while providing excellent customer service.

This position offers stable daytime hours, competitive pay, and full training on company systems and procedures. You'll join a successful and growing logistics operation where health & safety and professional standards are a priority.

The role is ideal for an experienced HGV driver who takes pride in safe loading, accurate paperwork, and delivering a high level of customer service.

Position Details

• Role: HGV 1 Driver (Class 1)
• Location: Mallusk
• Pay Rate: £16.50 per hour
• Overtime: £21.94 per hour after 50 hours
• Hours: Monday-Friday, 6:00am-2:30pm
• Contract: Temporary to Permanent

Key Responsibilities

• Safely loading vehicles for delivery, ensuring correct weights and secure loads
• Completing deliveries while following all health & safety procedures
• Maintaining accurate delivery paperwork, including signed and dated delivery notes
• Following driving hours, tachograph and Working Time Directive regulations
• Using vehicle tracking systems correctly at all times
• Providing a high level of customer service and representing the company professionally

Essential Criteria

• Valid UK HGV Class C+E driving licence
• Valid Driver CPC
• Good understanding of driving hours and tachograph regulations
• Customer-focused approach
• Flexible and reliable attitude

Desirable Criteria

• Previous experience with strapping and chaining loads
• Experience working within a transport or logistics environment

If you're a reliable HGV 1 Driver looking for a stable permanent dayshift position with competitive pay and structured Monday-Friday hours, apply today.

Ashton Recruitment is acting as a Recruitment Agency.

Ashton Recruitment are seeking a Van Driver for our client based in Mallusk to assist with collections of parcels.

You will be required to collect parcels from our customers as per the route provided within the timeframe stated, communicating any potentially failed collections, and ensuring that all documentation is completed accurately and completely.

Position: Van Driver (Collections)

Location: Mallusk

Duration: Temporary ongoing

Rate of Pay: £12.90 per hour

Hours of Work: Monday to Friday 11.30am to 7pm

Duties will include (but not be limited to):

• To ensure collections are completed in a timely fashion and meet company standards
• Providing an exceptional level of customer service
• Manual handling of goods and materials
• General maintenance / housekeeping of working areas
• Management of collections paperwork
• Assist with offloading collections vans with a high level of attention to detail when scanning and segregating parcels
• Highlight any collections that are going to be late and the reason for the delay to the operations team and pass on any queries
• Keep your vehicle clean and presentable at all times
• Perform general vehicle maintenance and report any defects

Essential Criteria:

• Previous experience as a van driver working to targets
• Access NI check to be completed
• Full UK driving licence (must have minimum 2 years clean licence)
• Reliable and punctual, with good attention to detail
• Excellent communication & customer service skills
• Ability to co-operate successfully with fellow staff at all levels
• Good knowledge of the local area and road networks

Ashton Recruitment is acting as an Employment Business.

Warehouse Operative / Forklift Driver

Looking for a role where no two days are the same?

If you enjoy combining hands-on warehouse work with forklift driving, this could be the perfect opportunity for you.

Our client, based in Lissue Industrial Estate, Lisburn, is looking for a reliable and motivated Warehouse Operative / Forklift Driver to join their team on a permanent basis. This varied role offers the chance to develop your skills across both warehouse operations and administration while becoming an essential part of a friendly team.

What's in it for you?

• £13.00 per hour
• 25-hour working week with a great work-life balance- guaranteed 25 hours each week
• Varied role combining warehouse, admin and forklift driving
• Supportive working environment

Your Working Hours

• Monday: 7:30am - 2:30pm
• Tuesday: 10:00am - 3:00pm
• Wednesday: 12:00pm - 6:00pm
• Thursday: Off
• Friday: 10:00am - 2:00pm

What You'll Be Doing

You'll play an important role in keeping the warehouse running efficiently by:

• Unloading trailers and assisting with goods-in deliveries
• Accurately booking stock into the system
• Responding to emails and completing administrative tasks
• Opening and locking the warehouse as a key holder
• Supporting the day-to-day running of warehouse operations

What We're Looking For

To be successful in this role, you'll have:

• A valid Forklift Licence (essential)
• Previous warehouse and/or administration experience (preferred)
• Good communication and organisational skills
• Confidence using email and basic computer systems
• The ability to work independently and use your own initiative
• A willingness to carry out manual handling duties
• A reliable, accountable attitude suitable for key holder responsibilities

Ready to join the team?

If you're looking for a role that offers variety, flexibility and the opportunity to secure a permanent position after just 12 weeks, we'd love to hear from you.

Apply today and take the next step in your career!

Ashton Recruitment is acting as an Employment Business.

Are you a dependable, hands-on worker who enjoys keeping a yard organised and running efficiently? We are looking for a Yard Operative / Forklift Driver to join a busy team at Nutts Corner.

If you take pride in your work, are confident operating a forklift, and enjoy an active, outdoor role, this is the perfect opportunity for you.

This temporary position offers a structured workweek with Monday-Thursday full days and a slightly shorter Friday, giving you consistency while working in a supportive environment. You'll be responsible for handling, storing, and checking materials, ensuring the yard runs smoothly and safely every day.

This is ideal for someone who thrives in a practical, hands-on role and enjoys being part of a team focused on efficiency and safety.

Position Details

• Role: Yard Operative / Forklift Driver
• Location: Nutts Corner
• Rate: £13.00 per hour
• Hours: Monday-Thursday 8:00am-5:00pm, Friday 8:00am-4:00pm
• Contract: 4 Weeks (potentially on going)

Key Responsibilities

• Receiving, handling, and inspecting incoming raw materials and goods
• Operating a forklift to package, store, and move materials to allocated locations
• Conducting inventory and stock checks, reporting discrepancies
• Keeping the yard and workspace clean, safe, and organised
• Following all health & safety procedures and regulations
• Communicating effectively with colleagues and supervisors to ensure work is completed efficiently

Essential Criteria

• Valid Counterbalance forklift licence
• Previous experience working in a warehouse or yard environment

If you are reliable, hardworking, and ready to take on a practical role in a busy yard environment, apply today to join the team at Nutts Corner.

Ashton Recruitment is acting as an Recruitment Business.

Logistics Co-ordinator - TSS & Customs

Location: Belfast
Salary: £30,000-£35,000 per annum
Job Type: Full-time, Permanent

Ashton Recruitment is recruiting on behalf of our client for an experienced Logistics Co-ordinator with hands-on Trader Support Service (TSS) experience to join their operations team.

This is an excellent opportunity for someone with a strong background in transport, logistics and customs who has personally used TSS as part of their day-to-day role.

The successful candidate will coordinate third-party transport, manage inbound deliveries and support the smooth and cost-effective movement of goods. A key part of the position is managing customs requirements, so practical experience using TSS and working with HMRC customs processes is essential.

Key Responsibilities

• Manage Trader Support Service (TSS) requirements relating to the movement of goods

• Complete and maintain customs documentation through relevant HMRC systems

• Prepare, record and monitor bonded goods movements

• Maintain accurate customs records and documentation for audit and compliance purposes

• Liaise with customs agents, freight forwarders and relevant agencies to resolve customs queries

• Plan and coordinate third-party transport for collections and deliveries

• Ensure goods are collected and delivered within agreed operational deadlines

• Book third-party hauliers and manage collections and delivery schedules

• Source competitive transport rates and negotiate with haulage providers

• Compare transport providers based on cost, availability and service

• Build and maintain strong relationships with transport and logistics partners

• Monitor transport performance and resolve delays, failed collections or delivery issues

• Manage the inbound goods booking diary and coordinate warehouse delivery slots

• Maintain accurate transport costs, records and supporting documentation

• Arrange CHEP pallet movements and maintain relevant pallet records

• Produce transport and performance reports

• Identify opportunities to improve transport efficiency and reduce costs

What We're Looking For

Essential

• Hands-on experience using the Trader Support Service (TSS)

• Experience completing or supporting customs requirements for the movement of goods

• Working knowledge of HMRC customs processes

• Previous experience within logistics, transport planning, freight or supply chain

• Experience coordinating third-party hauliers

• Experience arranging collections and deliveries

• Strong understanding of transport operations

• Strong organisational and planning skills

• Excellent attention to detail, particularly when dealing with customs documentation

• Commercial awareness with the ability to compare transport rates and manage costs

• Strong communication and relationship-management skills

• Ability to manage multiple priorities within a fast-paced environment

• Competent using Microsoft Office, particularly Excel

Desirable

• Experience with bonded goods or bonded movements

• Experience using additional customs software or HMRC online systems

• Knowledge of import and export procedures

• Grocery, FMCG or food distribution experience

• Experience with warehouse booking systems

• CHEP or pallet-management experience

The Ideal Candidate

You'll be a highly organised and proactive logistics professional who understands both the transport and customs sides of moving goods.

Most importantly, you'll already have practical experience using TSS and be comfortable working with customs documentation and HMRC requirements.

You'll be confident coordinating third-party hauliers, managing changing delivery requirements, comparing transport costs and resolving problems quickly to keep goods moving efficiently.

If you have hands-on TSS experience alongside a background in transport, freight or logistics, we'd particularly like to hear from you.

Ashton Recruitment is acting as a Recruitment Agency.

Ashton Recruitment is recruiting on behalf of our client for an experienced Director of Insurance Operations - Life & Pensions to provide strategic and operational leadership across a large-scale regulated financial services operation.

Director of Insurance Operations - Life & Pensions

Location: Romford, Essex
Job Type: Full-time, Permanent

Reporting to the COO, the successful candidate will be accountable for the effective, compliant and customer-focused delivery of Life & Pensions operations across onshore and offshore locations.

This is a senior leadership position with responsibility spanning customer servicing, policy administration, claims, complaints, client relationships, operational governance, commercial performance, transformation and business growth.

Key Responsibilities

• Provide strategic leadership across end-to-end Life & Pensions operations
• Lead large operational teams across multiple locations
• Oversee customer servicing, policy administration, claims, annuities, maturities, transfers, bereavement services and complaints
• Ensure contractual SLAs, quality standards, productivity targets and customer experience objectives are achieved
• Monitor operational performance, capacity, workload distribution and service quality
• Drive continuous improvement and operational efficiency
• Lead annual and long-term transformation and improvement programmes
• Maintain strong operational governance and control frameworks
• Ensure regulatory requirements are embedded throughout operational processes
• Oversee operational incidents, breaches, customer detriment and regulatory reporting
• Maintain effective audit trails and evidence of operational controls

Regulatory & Customer Outcomes

• Ensure compliance with FCA, PRA, Consumer Duty, DISP, GDPR, Operational Resilience and SM&CR requirements
• Champion fair and positive customer outcomes across the operation
• Ensure appropriate support is provided to vulnerable customers
• Monitor service failures, customer harm indicators and operational risks
• Ensure customer communications are fair, clear and not misleading
• Provide executive oversight of complaint handling operations
• Monitor complaint volumes, root causes, uphold rates and remediation activity
• Ensure complaints are handled in line with FCA DISP requirements and Financial Ombudsman Service expectations
• Lead corrective actions arising from complaint trends and customer insight

Client & Commercial Leadership

• Build and maintain strategic relationships with key clients
• Act as the senior operational representative at client governance and business review meetings
• Identify opportunities to expand services and strengthen client relationships
• Support revenue growth through new solutions and service development
• Deliver against agreed client satisfaction, retention and growth objectives
• Take accountability for revenue, profitability and margin performance
• Develop operational forecasts and business plans
• Lead cost optimisation programmes while protecting service quality
• Support commercial negotiations and new business opportunities
• Monitor account profitability and implement corrective action where required

Operational Risk & Resilience

• Act as first-line owner for operational risks within the business area
• Ensure risks are identified, assessed, controlled and escalated appropriately
• Maintain effective controls covering customer protection, regulatory compliance and data security
• Lead responses to audits, risk reviews and regulatory assessments
• Ensure control weaknesses and risk actions are resolved promptly
• Maintain robust business continuity and operational resilience arrangements
• Lead responses to significant incidents, technology failures and supplier disruption
• Ensure lessons learned from operational incidents are implemented
• Maintain oversight of outsourced providers, suppliers and third-party operational partners

People Leadership

• Lead and develop large operational teams across multiple locations
• Create a high-performance culture focused on accountability, integrity and customer outcomes
• Drive succession planning and leadership development
• Oversee workforce and capacity planning
• Build employee engagement and organisational capability
• Ensure appropriate training and competency standards are maintained
• Develop and mentor senior operational leaders

Transformation & Change

• Sponsor and lead major operational transformation programmes
• Drive digital transformation, automation and process optimisation
• Ensure operational changes are appropriately governed and risk assessed
• Ensure transformation delivers measurable customer, commercial and operational benefits
• Lead remediation programmes arising from regulatory, audit or operational findings

Management Information & Executive Reporting

• Deliver comprehensive MI covering operational performance, complaints, customer outcomes, financial performance, risk and transformation
• Present performance updates to executive leadership, clients and governance forums
• Use data and insight to identify risks, trends and improvement opportunities
• Produce accurate weekly, monthly, quarterly and annual performance reporting

Essential Criteria

• Degree or equivalent professional qualification
• Minimum 15 years' experience within Insurance, Financial Services or another regulated operational environment
• Significant senior leadership experience within Life & Pensions operations
• Experience managing large-scale operational teams
• Strong understanding of FCA regulation and Consumer Duty
• Good knowledge of DISP, operational resilience, GDPR and operational risk
• Proven experience leading major transformation and operational improvement programmes
• Strong commercial and financial management experience
• Proven track record managing senior client relationships
• Experience delivering commercial growth and improving account profitability
• Strong governance, risk and stakeholder management experience
• Strong people leadership capability
• Experience presenting at executive and client governance level

Desirable

• Experience within a BPO, outsourced financial services or third-party administration environment
• Professional qualification in insurance, operations, risk management or business leadership
• Experience leading combined onshore and offshore operations
• Previous responsibility for approximately 300 direct and indirect employees
• Experience working across multiple Life & Pensions clients
• Experience supporting new business bids and commercial negotiations

The Ideal Candidate

You will be a senior operations leader with extensive experience within Life & Pensions, insurance operations or outsourced financial services.

You will be comfortable operating at executive level while retaining responsibility for operational performance, regulatory compliance, customer outcomes and commercial delivery.

The role would particularly suit candidates currently working as an Operations Director, Director of Operations, Head of Insurance Operations, Head of Life & Pensions Operations, Customer Operations Director or BPO Operations Director.

You will need a proven track record of leading large teams, managing senior client relationships, delivering transformation and maintaining strong operational performance within a highly regulated environment.

If you have significant senior leadership experience within UK Life & Pensions operations and are looking for a high-impact operational leadership opportunity, we would be keen to hear from you.

If interested, apply directly or contact Michael on 028 9043 6543.

Ashton Recruitment is acting as a Recruitment Agency.

Ashton Recruitment is recruiting on behalf of our client for an experienced Contact Centre Team Leader to join their Financial Services operation in Romford.

Contact Centre Team Leader - Financial Services

Location: Romford, Essex
Job Type: Full-time, Permanent

This is an excellent opportunity for an experienced Team Leader to take responsibility for the day-to-day performance of a busy contact centre team, overseeing inbound and outbound workloads while ensuring service levels, quality standards and positive customer outcomes are consistently achieved.

The successful candidate will lead, coach and develop a team of approximately 10-15 Contact Centre Associates, while supporting resource planning, queue management, complaint resolution and regulatory compliance.

Key Responsibilities

• Lead and support a team of Contact Centre Associates to achieve agreed service, quality and performance targets
• Manage daily inbound call queues and outbound work queues
• Ensure appropriate staffing levels are maintained through effective resource and capacity planning
• Allocate workloads effectively to meet forecast volumes and SLAs
• Set clear individual and team objectives
• Conduct regular one-to-one meetings, performance reviews and appraisals
• Coach, motivate and develop team members
• Identify training and development needs and support cross-training across the operation
• Monitor team performance and take appropriate action where standards are not being achieved
• Produce and analyse weekly and monthly management information
• Use MI and performance data to improve productivity, service levels and resource planning
• Investigate complaints, breaches and operational issues
• Carry out root cause analysis and implement appropriate corrective actions
• Support changes arising from client, regulatory, process or project requirements
• Handle manager call-back requests professionally and promptly
• Ensure complaints are managed fairly and appropriate customer outcomes are achieved
• Ensure fraud prevention, data security and identity protection controls are followed
• Facilitate team meetings, workshops and operational briefings
• Act as a technical point of reference for team members and wider departments

Regulatory & Compliance Responsibilities

• Ensure the team operates within relevant FCA requirements
• Embed Consumer Duty and Treating Customers Fairly principles
• Ensure vulnerable customers are appropriately identified and supported
• Identify and escalate operational, conduct and compliance risks
• Maintain adherence to internal controls, client requirements and regulatory standards
• Support audit, risk and compliance activities
• Ensure corrective actions are completed within agreed timescales
• Promote a strong culture of regulatory awareness and accountability across the team

Essential Criteria

• Minimum 3 years' experience leading a Contact Centre team of approximately 10-15 employees
• Previous experience managing daily resource planning and contact centre queues
• Experience working with SLAs, KPIs and quality targets
• Ability to interpret management information and take appropriate action
• Strong performance management and coaching experience
• Good understanding of Financial Services operations
• Knowledge of Life & Pensions products and processes
• Strong written and verbal communication skills
• Experience influencing and motivating others to achieve results
• Strong organisational and prioritisation skills
• Comfortable working in a fast-paced, target-driven environment
• Confident using Microsoft Excel, Word and relevant operational systems
• Understanding of HR policies and procedures

Desirable

• Previous experience within Life & Pensions
• Experience within a BPO or outsourced Financial Services operation
• Financial Services complaint handling experience
• Knowledge of the FCA regulatory environment
• Experience with resource management and capacity planning
• Life & Pensions processing experience
• FA1, CF1 and CF2 qualifications, or willingness to complete them within two years of appointment

The Ideal Candidate

You will be an experienced Contact Centre Team Leader who enjoys developing people while maintaining a strong focus on performance, customer outcomes and service delivery.

You will be confident managing workloads, analysing performance information and coaching employees to achieve their individual and team targets.

Previous experience as a Contact Centre Team Leader, Call Centre Team Leader, Customer Service Team Leader, Financial Services Team Leader or Operations Team Leader would be particularly relevant.

Experience within Life & Pensions, insurance, banking or another FCA-regulated environment would be advantageous.

If you have experience leading a busy Contact Centre team and are looking to develop your career within Financial Services, we would be keen to hear from you.

If interested, apply directly or contact Michael on 028 9043 6543.

Ashton Recruitment is acting as a Recruitment Agency.

Ashton Recruitment is recruiting on behalf of our client for an experienced Contact Centre Manager to lead a busy, FCA-regulated customer operations function in Romford.

Contact Centre Manager - Financial Services

Location: Romford, Essex
Job Type: Full-time, Permanent

This is a senior operational leadership role with responsibility for the performance, people, commercial delivery and regulatory standards of a large contact centre operation.

The successful candidate will lead Team Leaders and wider operational teams, ensuring excellent customer outcomes, achievement of client SLAs and KPIs, effective resource management and full compliance with regulatory and contractual requirements.

Key Responsibilities

• Lead the day-to-day operation of a large BPO contact centre
• Ensure client SLAs, service standards and quality requirements are consistently achieved
• Drive a strong focus on customer service, first-time resolution and positive customer outcomes
• Lead, coach and develop Contact Centre Team Leaders
• Manage a wider team of approximately 40-100 direct and indirect employees
• Ensure appropriate staffing levels while managing attrition, absence and resource requirements
• Oversee training and development to ensure employees meet operational and regulatory standards
• Build and maintain strong relationships with clients and internal stakeholders
• Attend client meetings and provide updates on operational performance
• Support and lead new business bids where required
• Manage the onboarding of new clients and customer operations
• Lead change projects impacting Contact Centre operations
• Monitor operational performance, call quality and productivity
• Manage the Contact Centre within agreed annual budgets
• Identify efficiencies and opportunities to improve utilisation and reduce costs
• Support wider business transformation programmes
• Ensure contractual obligations are consistently met
• Maintain strong commercial awareness across costs, revenue and service delivery
• Monitor developments in Contact Centre technology and best practice
• Support business cases for operational and technology improvements
• Maintain appropriate telephony and disaster recovery arrangements

Regulatory & Compliance Responsibilities

• Operate within relevant FCA regulatory requirements
• Embed Consumer Duty and Treating Customers Fairly principles across the operation
• Ensure teams consistently deliver fair customer outcomes
• Ensure vulnerable customers are appropriately identified and supported
• Identify and escalate operational, conduct and compliance risks
• Maintain adherence to client, regulatory and internal control requirements
• Support audit, risk and compliance reviews
• Ensure corrective actions are implemented following audit or compliance findings
• Promote a strong culture of risk awareness, accountability and compliance throughout the Contact Centre

Essential Criteria

• Minimum 5 years' experience managing a UK-based Contact Centre
• Previous responsibility for a Contact Centre of at least 50 seats
• Experience managing approximately 40-100 employees, directly and indirectly
• Strong people management and leadership experience
• Experience managing and developing Team Leaders
• Strong understanding of Contact Centre best practice, including resource planning, knowledge management and technology
• Experience working to SLAs, KPIs and quality targets
• Strong commercial and financial awareness
• Experience managing operational budgets
• Ability to manage costs while maintaining service quality
• Strong client and stakeholder management skills
• Excellent communication, influencing and negotiation skills
• Ability to lead teams through change and transformation
• Strong understanding of operational risk and controls
• Confident working in a regulated environment

Desirable

• Previous experience within Life & Pensions, Insurance or wider Financial Services
• Experience operating within an FCA-regulated environment
• Experience within a BPO or outsourced Contact Centre operation
• Experience managing client contracts and commercial relationships
• Experience supporting new business bids and client onboarding
• Degree or relevant professional qualification

The Ideal Candidate

You will be an experienced Contact Centre leader who is comfortable managing a large operation while balancing customer outcomes, people performance, regulatory requirements and commercial objectives.

You will be confident managing Team Leaders, working directly with clients and driving improvements across service, quality, productivity and employee performance.

Previous experience as a Contact Centre Manager, Call Centre Manager, Customer Operations Manager, Customer Service Manager or Operations Manager within financial services, insurance or another regulated environment would be particularly relevant.

If you have experience managing a UK Contact Centre of 50+ seats and are looking for a senior operational leadership opportunity, we would be keen to hear from you.

If interested, apply directly or contact Michael on 028 9043 6543.

Ashton Recruitment is acting as a Recruitment Agency.

Ashton Recruitment is recruiting on behalf of our client for Customer Service Advisors to join their Life & Pensions operation in Romford.

Customer Service Advisor - Life & Pensions

Location: Romford, Essex
Job Type: Full-time, Permanent

This is an excellent opportunity for someone with customer service or contact centre experience who is looking to build a long-term career within the financial services industry.

You will be responsible for supporting policyholders, IFAs and third parties with enquiries relating to Life & Pensions products, providing clear and accurate information while delivering a high standard of customer service.

Training & Career Development

No previous Life & Pensions experience is required.

During your first year, you will be fully funded and supported to study towards the Chartered Insurance Institute (CII) Life & Pensions Foundation qualification.

Study support will be provided alongside your role, and successful completion of the qualification will also result in a salary increase.

This makes the position an excellent entry point for candidates looking to develop a career within financial services, pensions, insurance or regulated customer operations.

Key Responsibilities

• Handle enquiries from policyholders, IFAs and third parties by telephone
• Provide clear, accurate and professional information in plain English
• Aim to resolve customer enquiries at the first point of contact wherever possible
• Deliver excellent customer service while focusing on positive customer outcomes
• Manage inbound and outbound calls in line with agreed quality and productivity targets
• Take ownership of customer enquiries and keep customers informed of any delays
• Accurately record all customer interactions on internal systems
• Identify and resolve complaints where possible or escalate them to the appropriate team
• Work within regulatory and company procedures, including anti-money laundering and data protection requirements
• Recognise potential fraudulent activity and escalate concerns appropriately
• Work to individual and team KPIs covering quality, productivity and customer service
• Participate in team meetings, training and development activities
• Support wider projects where required
• Treat customers fairly and ensure communications are clear, professional and jargon-free
• Maintain high standards of data security and confidentiality

Essential Criteria

• Previous experience working in a customer service environment
• Confident and professional telephone manner
• Strong verbal communication skills
• Good listening and questioning skills
• Comfortable working towards quality and productivity targets
• Computer literate and confident learning different systems
• Strong attention to detail
• Ability to communicate clearly and explain information in an easy-to-understand way
• Self-motivated with a willingness to learn and develop

Desirable

• Previous experience within a contact centre or call centre
• Experience within financial services, insurance, banking or pensions
• Experience working in a regulated or target-driven environment

The Ideal Candidate

You will be a confident communicator who enjoys helping customers and taking ownership of their enquiries.

You do not need previous Life & Pensions experience, but you should have a genuine interest in developing a career within financial services and be willing to complete the funded CII qualification.

Previous experience as a Customer Service Advisor, Call Handler, Contact Centre Advisor, Customer Support Advisor or Insurance Customer Service Advisor would be particularly relevant.

If you have strong customer service experience and are looking for an opportunity to build a career within financial services, apply today through Ashton Recruitment.

If interested, apply directly or contact Michael on 028 9043 6543.

Ashton Recruitment is acting as a Recruitment Agency.

Ashton Recruitment is recruiting on behalf of our client for an experienced Financial Crime Specialist to join their Risk and Compliance function in Romford.

Financial Crime Specialist - AML & Compliance

Location: Romford, Essex
Job Type: Full-time, Permanent

This is an excellent opportunity for an experienced financial services compliance professional to take a key role in the prevention and investigation of financial crime within an FCA-regulated environment.

The successful candidate will provide financial crime and regulatory compliance support across the business, carrying out investigations, advising internal and external stakeholders and supporting the Financial Crime Compliance Manager and MLRO.

Key Responsibilities

• Investigate and report suspicious activity relating to financial crime and money laundering
• Take ownership of more complex financial crime investigations and cases
• Identify cases requiring onward escalation to clients, regulators or relevant enforcement bodies
• Provide practical advice to the business and clients on financial crime and compliance matters
• Support the Financial Crime Compliance Manager and deputise when required
• Assist with oversight of AML screening and ID&V controls
• Review sanctions, Politically Exposed Persons (PEPs) and adverse media screening
• Review and approve relevant financial crime procedures, documentation and training materials
• Carry out regulatory horizon scanning across FCA and wider financial crime developments
• Monitor developments from bodies including the FCA, JMLSG, FATF and HM Treasury
• Assess regulatory changes and ensure policies, procedures and controls remain compliant
• Produce financial crime management information and reporting
• Attend client meetings and provide updates on financial crime and compliance matters
• Support the MLRO and wider Risk and Compliance function
• Work closely with operational and compliance teams to promote a strong compliance culture

Essential Criteria

• Previous experience within the retail financial services industry, specialising in financial crime prevention and/or anti-money laundering
• Regulatory compliance experience within an FCA-regulated financial services environment
• Strong understanding of UK regulatory requirements relating to financial crime and money laundering
• Good knowledge of AML, sanctions, PEPs and financial crime screening
• Good understanding of JMLSG guidance
• Understanding of FCA regulatory requirements within financial services
• Strong investigation and analytical skills
• Ability to interpret regulatory requirements and provide practical compliance advice
• Excellent communication and stakeholder management skills
• Confidence influencing and communicating with management-level stakeholders
• Strong attention to detail and decision-making skills
• Excellent planning, organisation and time-management skills
• Proficiency in Microsoft Excel, Word and PowerPoint

Desirable

• ICA qualification
• ACAMS certification
• Professional qualification in regulatory compliance, financial crime or anti-money laundering
• Experience within Life & Pensions or outsourced financial services
• Knowledge of risk management and audit controls
• Wider knowledge of financial crime and AML industry best practice
• Experience using SQL
• Advanced Excel skills, including VBA/macros

The Ideal Candidate

You will be an experienced financial crime or AML professional who is comfortable investigating complex cases, interpreting regulatory requirements and providing practical advice to both operational teams and senior stakeholders.

You will have a strong understanding of the FCA-regulated financial services environment and be confident working across AML, sanctions, PEP screening, suspicious activity investigations and regulatory change.

This role would suit candidates currently working as a Financial Crime Analyst, Senior AML Analyst, Financial Crime Officer, AML Compliance Officer or Financial Crime Specialist who are looking to take on broader responsibility within a compliance function.

If you have strong financial crime and AML experience within UK financial services, apply today through Ashton Recruitment.

If interested, apply directly or contact Michael on 028 9043 6543.

Ashton Recruitment is acting as a Recruitment Agency.

Ashton Recruitment is recruiting on behalf of our client for an experienced Life & Pensions Trainer to join their operation in Romford.

Life & Pensions Trainer - Regulatory & Operations

Location: Romford, Essex
Job Type: Full-time, Permanent

This is an excellent opportunity for an experienced financial services trainer with a strong background in UK Life & Pensions to take ownership of onboarding, operational and regulatory training.

The successful candidate will design and deliver structured training programmes across Life & Pensions operations, ensuring employees meet FCA, Consumer Duty, complaint handling and client requirements, while improving capability, quality and customer outcomes.

Key Responsibilities

• Deliver onboarding and ongoing training across Life & Pensions products and processes
• Provide classroom, virtual and on-the-job training
• Support new employees through nesting and floor-walking activities
• Deliver training covering FCA regulations, Consumer Duty and DISP complaint requirements
• Train employees on vulnerable customer handling and treating customers fairly
• Ensure compliance training is documented, auditable and regularly refreshed
• Work closely with Compliance to update regulatory training content
• Train employees on complaint identification, logging, escalation and final response standards
• Use complaint MI and quality results to identify training needs
• Support root cause analysis and feed learning back into training programmes
• Develop and maintain SOPs, training materials and process documentation
• Deliver refresher training and coaching where performance gaps are identified
• Assess training effectiveness through coaching, observations, quality reviews and competency assessments
• Track training completion and competency levels
• Work closely with Operations, Quality, Compliance and Client teams
• Provide training documentation and evidence to support audits

Essential Criteria

1. Minimum 5 years' experience within UK Life & Pensions in an FCA-regulated environment
2. Previous experience delivering operational, technical or regulatory training
3. Strong understanding of Life & Pensions products, customer servicing processes and operational workflows
4. Experience delivering classroom, virtual or on-the-job training
5. Experience supporting employee onboarding and ongoing competency development
6. Good understanding of FCA regulation, Consumer Duty and complaint handling
7. Experience developing and maintaining training materials, SOPs and process documentation
8. Experience assessing learning effectiveness through coaching, observations, quality reviews or competency assessments
9. Strong communication and stakeholder management skills
10. Ability to work effectively with Operations, Quality, Compliance and Client teams

The Ideal Candidate

1. You will be an experienced Life & Pensions professional with a strong training background and the ability to translate complex regulatory and operational requirements into clear, practical training.
2. You will be confident delivering training to both groups and individuals and comfortable working closely with operational, quality and compliance teams to improve employee performance and customer outcomes.
3. If you have strong UK Life & Pensions experience combined with a background in training and development, we would be keen to hear from you.

If interested, apply directly or contact Michael on 028 9043 6543.

Ashton Recruitment is acting as a Recruitment Agency.

Ashton Recruitment is working on behalf of a growing electrical and infrastructure contractor to recruit an experienced Electrical Estimating & Bid Manager.

Electrical Estimating & Bid Manager

Location: Omagh, Co. Tyrone
Salary: £55,000-£65,000 per annum, depending on experience
Job Type: Permanent, Full-time

This is a senior pre-construction opportunity combining electrical estimating, commercial pricing and bid management across utilities, data centres, infrastructure and major commercial projects.

The successful candidate will take responsibility for tenders from initial enquiry through to submission and handover. This will include reviewing drawings and specifications, completing or overseeing take-offs, building tender prices, evaluating supplier quotations and coordinating the technical and commercial information required for competitive submissions.

Applications are welcomed from experienced Electrical Estimating Managers, Senior Electrical Estimators, Electrical Pre-Construction Managers and Bid Managers with strong electrical estimating experience.

Key Responsibilities

• Manage the end-to-end bid process, including tender review, bid strategy, submission, clarification and handover.

• Coordinate input from operations, commercial, procurement, technical and business development teams.

• Produce high-quality, compliant and competitive tender submissions.

• Prepare and review cost plans, take-offs, supplier quotations, pricing build-ups and commercial submissions.

• Review tender documentation and identify key requirements, risks, opportunities and commercial considerations.

• Develop clear win themes, value propositions, methodologies and bid content aligned with client requirements.

• Support the development of competitive pricing strategies for selected tenders.

• Work closely with operational and delivery teams to ensure bid assumptions are understood and carried into project delivery.

• Maintain tender programmes and ensure all submissions are completed accurately and within agreed deadlines.

• Support early engagement with prospective clients to strengthen relationships and improve tender conversion.

• Assist the business development team with opportunity qualification and client engagement.

• Ensure bid documents are professionally presented and meet all compliance requirements.

• Contribute to the continuous improvement of bid processes, templates, systems and reporting.

Essential Criteria

• At least five years' experience within bid management, estimating, pre-construction or commercial support.

• Previous experience working within the electrical, MEP, utilities, infrastructure, data centre or major projects sectors.

• Strong estimating experience, including cost planning, take-offs, supplier quotations and pricing reviews.

• Experience managing complex, multi-disciplinary tender submissions.

• Strong commercial awareness and understanding of project risks and opportunities.

• Ability to interpret technical drawings, tender documents and client specifications.

• Excellent written communication and document presentation skills.

• Strong organisational skills with the ability to manage several live bids and competing deadlines.

• Confident working with internal stakeholders, senior management, suppliers and prospective clients.

• Strong Microsoft Excel skills and experience using tendering, estimating or document management systems.

Qualifications

A degree, trade qualification or equivalent professional experience in one of the following areas would be advantageous:

• Electrical Engineering

• Building Services Engineering

• Quantity Surveying

• Construction Management

• Commercial Management

• A related construction or engineering discipline

Personal Attributes

• Commercially focused and results-driven.

• Highly organised with strong attention to detail.

• Confident coordinating multiple stakeholders.

• Able to work effectively under pressure and to strict deadlines.

• A clear and professional communicator.

• Proactive and comfortable taking ownership of bids.

• Strong problem-solving and decision-making skills.

• Committed to continuous improvement and high-quality standards.

What the Company Offers

• Competitive salary of £55,000-£65,000, depending on experience.

• A key role within a growing and ambitious business.

• The opportunity to work on high-value electrical, utilities, infrastructure and data centre projects.

• Direct involvement in shaping major bids and business growth.

• The opportunity to influence bid processes, commercial strategy and project handovers.

• Career development within a company expanding across Northern Ireland, Ireland, Great Britain and Europe

Ashton Recruitment is acting as a Recruitment Business