Complaints Case Handler

About the role

Marsh is looking for a Complaints Case Handler to join its Complaints Case Handling team at Now: Pensions (Marsh), based in the Nottingham city centre office. It is a hybrid role with a minimum of two days a week in the office. You will investigate customer complaints, solve problems with processes, systems and communications, respond to social media and TrustPilot feedback, and give recommendations on discretionary awards and transfer decisions.

Key responsibilities

• Manage member and employer complaints through to resolution while keeping strong customer relationships.
• Provide accurate, customer-focused complaint resolution communications in a timely way.
• Work with TCS and other internal and external teams to find the root cause of complaints and feed back lessons learned.
• Keep complaint data on the systems accurate and timely so there is a robust audit trail.
• Build strong working relationships with the team, NPL colleagues and third-party suppliers.
• Manage allocated cases and escalate them to the CEO, Trustees and the Pensions Ombudsman Service, keeping investigations thorough.
• Help train new starters, peer review investigations, remedial actions and communications, and support colleagues.
• Contribute to the key Service Resolution processes, including Trustpilot, social media queries, discretions and Trustee Mandate referrals.

Required profile

• Demonstrable experience in customer service or complaint resolution in a call centre or similar professional services setting.
• Previous experience in a complaint handling environment is an advantage.
• Experience managing Ombudsman, solicitor, MP or high-profile complaints is an advantage.
• Knowledge of pensions and auto-enrolment regulations is an advantage.
• Experience responding to customers via social media is an advantage.

Required skills

• Strong written and verbal communication skills.
• Ability to resolve complex situations and simplify them for customers.
• Ability to handle several complaints at once in an organised way.

What we offer

• Professional development opportunities and supportive leadership.
• A vibrant, inclusive culture with a range of career opportunities.
• Benefits and rewards designed to support well-being.