Pensions Complaints Lead

About the role

We are looking for a Pensions Complaints Lead to join our Outsourcing line of business at our Redhill office, working in a hybrid model. You will own the end‑to‑end handling of complex pension‑related complaints for one of our largest clients, ensuring investigations are thorough and outcomes meet regulatory expectations.

Key responsibilities

• Lead the investigation, assessment and resolution of high‑risk or complex pension complaints.
• Ensure all responses comply with internal policies, client requirements and external legal/regulatory frameworks.
• Provide guidance and oversight to operational teams to maintain consistent, high‑quality complaint handling.
• Conduct root‑cause analysis, identify systemic issues and translate findings into improvement actions.
• Build and maintain strong relationships with client managers, administration managers and team leaders, acting as the primary point of contact for complaint updates.
• Support negotiations with clients and complainants, including settlement discussions where appropriate.
• Contribute to the development and refinement of complaint processes, policies and governance reporting.

Required profile

• Proven experience in handling pension or financial services complaints, preferably in an outsourcing environment.
• Strong understanding of UK pension regulations and consumer protection legislation.
• Excellent analytical abilities with a track record of driving continuous improvement.
• Effective communication skills and the ability to influence senior stakeholders.

Required skills

What we offer

• Competitive remuneration package.
• Hybrid working arrangement.
• Opportunities to develop expertise in a high‑profile pension client environment.