Legal & General
Company Description
Legal & General (L&G) is a leading UK financial services group and major global investor.
We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.
We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.
L&G Institutional Retirement looks after around 700,000 institutional customers who have their retirement benefits secured with us. Operating continuously in the UK market from our entrance in 1987, we are the UK’s longest-running insurer.
Our Institutional Retirement business is the UK’s longest-serving active bulk annuity provider.
Who we are
Institutional Retirement is the only insurer to have been operating continuously in the UK market from our entrance in 1987 to the present day. Our UK retirement annuity book stands at an estimated £86.1 billion at 31 December 2023.
Across our retail and institutional retirement businesses, we look after more than 1 million customers, around c.700,000 of whom are institutional customers who have had their retirement benefits secured with us.
Job Description We’re looking for a Complaints Manager to join our PRT Client Services team. This role is all about delivering fair outcomes for customers while driving continuous improvement in our processes. If you’re passionate about problem‑solving, compliance, and creating a positive customer experience, we’d love to hear from you.
What you’ll be doing:
Managing Defined Benefit pension complaints and ensuring fair, compliant outcomes
Investigating complaints thoroughly and maintaining robust audit trails
Analysing root causes and recommending effective remedial actions
Interpreting complex Defined Benefit scheme structures and responding to queries
Supporting customer services with retirement calculations and bespoke communications
Collaborating with third‑party suppliers on complaint management and providing feedback
Delivering training to improve complaint recognition and handling across teams
Maintaining the complaints database and producing accurate management information
Qualifications Who we’re looking for:
Strong knowledge of Defined Benefit pension schemes and related regulations
Experience in complaint handling processes and customer service procedures
Ability to analyse data, identify trends, and implement improvements
Excellent communication and influencing skills with a collaborative approach
Proficiency in Microsoft Office and familiarity with complaint databases
Organised and detail‑oriented with strong judgement and analytical skills
Adaptability and willingness to embrace change in a dynamic environment
Pension qualification (CII or PMI) desirable but not essential
Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:
The opportunity to participate in our annual, performance‑related bonus plan and valuable share schemes
Generous pension contribution
Life assurance
Healthcare Plan (permanent employees only)
At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
Competitive family leave
Participate in our electric car scheme, which offers employees the option to hire a brand‑new electric car through tax‑efficient salary sacrifice (permanent employees only)
There are the many discounts we offer – both for our own products and at a range of high‑street stores and online
In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart
Additional Information At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all.
If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.
We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part‑time, term‑time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can.
It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.
#J-18808-Ljbffr
We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.
We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.
L&G Institutional Retirement looks after around 700,000 institutional customers who have their retirement benefits secured with us. Operating continuously in the UK market from our entrance in 1987, we are the UK’s longest-running insurer.
Our Institutional Retirement business is the UK’s longest-serving active bulk annuity provider.
Who we are
Institutional Retirement is the only insurer to have been operating continuously in the UK market from our entrance in 1987 to the present day. Our UK retirement annuity book stands at an estimated £86.1 billion at 31 December 2023.
Across our retail and institutional retirement businesses, we look after more than 1 million customers, around c.700,000 of whom are institutional customers who have had their retirement benefits secured with us.
Job Description We’re looking for a Complaints Manager to join our PRT Client Services team. This role is all about delivering fair outcomes for customers while driving continuous improvement in our processes. If you’re passionate about problem‑solving, compliance, and creating a positive customer experience, we’d love to hear from you.
What you’ll be doing:
Managing Defined Benefit pension complaints and ensuring fair, compliant outcomes
Investigating complaints thoroughly and maintaining robust audit trails
Analysing root causes and recommending effective remedial actions
Interpreting complex Defined Benefit scheme structures and responding to queries
Supporting customer services with retirement calculations and bespoke communications
Collaborating with third‑party suppliers on complaint management and providing feedback
Delivering training to improve complaint recognition and handling across teams
Maintaining the complaints database and producing accurate management information
Qualifications Who we’re looking for:
Strong knowledge of Defined Benefit pension schemes and related regulations
Experience in complaint handling processes and customer service procedures
Ability to analyse data, identify trends, and implement improvements
Excellent communication and influencing skills with a collaborative approach
Proficiency in Microsoft Office and familiarity with complaint databases
Organised and detail‑oriented with strong judgement and analytical skills
Adaptability and willingness to embrace change in a dynamic environment
Pension qualification (CII or PMI) desirable but not essential
Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:
The opportunity to participate in our annual, performance‑related bonus plan and valuable share schemes
Generous pension contribution
Life assurance
Healthcare Plan (permanent employees only)
At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
Competitive family leave
Participate in our electric car scheme, which offers employees the option to hire a brand‑new electric car through tax‑efficient salary sacrifice (permanent employees only)
There are the many discounts we offer – both for our own products and at a range of high‑street stores and online
In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart
Additional Information At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all.
If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.
We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part‑time, term‑time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can.
It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.
#J-18808-Ljbffr