When things go wrong, the Complaints Support Administrator will be there for our clients and customers, providing support to our Complaints area, identifying the reason for complaint and keeping up to date records.

• Provide adminstration support to the LGIM complaints area.
• Accurate identification of the customer’s dissatisfaction and expectations.
• To maintain clear and appropriate records of all LGIM complaints to meet internal and external requirements.
• Fair and timely acknowledgement of customer complaints including liaison with The Financial Ombudsman Service and The Pension Ombudsman when required.
• Ensure enquires are answered at the earliest possible opportunity and to the highest quality standard, selecting the communication method to suit the customer/client.

• Deliver outstanding service to our stakeholders, customers and clients.
• Put yourself in the customers/clients shoes and ensure you’ve understood the customer needs.
• Manage expectations when you’re unable to meet expectations.
• Keep customers/clients informed at all stages.
• Be able to record customer information.
• Ability to work under pressure to tight deadlines and changing priorities whilst maintaining the highest quality standards.
• Complaint knowledge and the ability to communicate effectively, both verbally and in writing.
• Be able to work as a team, building relationships and showing respect to others, sharing best practice and ideas.
• Knowledge of financial services particularly pension and investments would be beneficial.
• Knowledge of Microsoft packages; Outlook, Excel, Word and Powerpoint
• Adherence to regulatory requirements including DPA, GDPR, KYC, Complaint Handling, the role of the FCA and specific rules and guidance relevant to the role

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For more information, please contact Rachel Chima, Resourcing Consultant - rachel.chima@landg.com.