Pensions Complaints Handler – Financial Services (Hybrid)

Pension Complaints Handler – Belfast (Hybrid after 3 Months)

Location: Belfast City Centre (Hybrid working after 3 months)
Job Type: Permanent, Full-Time
Salary: £2,000 – £2,500 per month
Hours: Monday to Friday, 9:00am – 5:00pm

Ashton Recruitment is recruiting Pensions Complaints Handlers on behalf of a leading global technology and business services provider based in Belfast City Centre. The organisation delivers complaints handling and customer service solutions across the financial services, life assurance and pensions sectors, supporting major UK clients.

This role is ideal for candidates with experience in life and pensions administration, financial services complaints handling or regulated customer service who are looking for a long-term, permanent position with hybrid working.

Key Responsibilities – Pensions & Financial Services Complaints

• Handle pensions and life assurance complaints from policyholders and Independent Financial Advisers (IFAs)

• Respond to complaints via written correspondence, email and internal systems

• Prioritise and manage cases in line with the Work Management System and SLAs

• Liaise with internal teams and external stakeholders to reach fair and compliant resolutions

• Draft clear, professional and empathetic written responses to customers

• Proactively update customers on complaint progress and any delays

• Ensure all complaints are handled in line with FCA regulations and financial services legislation

• Maintain data protection, confidentiality and fraud prevention standards

• Support continuous improvement by identifying trends and process enhancements

Essential Skills & Experience

• Proven experience in life and/or pensions administration

• Background in financial services, insurance or pensions

• Strong written communication skills and high attention to detail

• Ability to work within a regulated, compliance-driven environment

Desirable Experience & Qualifications

• Previous experience as a Complaints Handler (Life & Pensions or Financial Services)

• Knowledge of FCA complaint handling procedures

• CeFA qualification completed or willingness to work towards it

What’s on Offer

• Permanent role with a global, well-established organisation

• Hybrid working after 3 months

• Structured training and long-term career development

• Experience within a specialist pensions and financial services complaints team

Ashton Recruitment is acting as a Recruitment Agency.