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Phoenix Group
Phoenix Group
5.001 – 10.000 Angajați
Asigurare de sănătateAsigurăriFinanțe
Phoenix Group este o companie de servicii financiare cu sediul în Regatul Unit, axată pe economisirea pe termen lung și pensii, cu experiență în administrarea pensiilor închise și a asigurărilor de viață. Compania gestionează portofolii existente care nu mai sunt deschise clienților noi, continuând să deservească titularii polițelor prin intermediul afacerilor sale deschise, inclusiv Standard Life și SunLife. Printre mărcile sale destinate clienților se numără și Phoenix Life și ReAssure. Echipele Phoenix Group lucrează în birouri din Regatul Unit, cu operațiuni suplimentare la Dublin și Frankfurt, sprijinind clienții, colegii și comunitățile în cadrul activităților sale din domeniul financiar și al asigurărilor.
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Senior Complaints Analyst – Retirement Products

Investigate complex retirement complaints for Phoenix Group, including escalations and Financial Ombudsman Service referrals. Make fair, FCA-aligned decisions and use root cause insights to improve customer outcomes and complaint governance.

GBRegatul Unit
33.100 £ / an
HibridNormă întreagăSeniorLimbă Obligatorie: englezăAnalist

Descriere

  • Investigate and resolve complex, high-profile complaints and escalations, including executive, CEO, media and regulatory cases.
  • Manage Financial Ombudsman Service referrals through to resolution.
  • Prepare clear, high-quality case files and complaint responses.
  • Make fair, timely, evidence-based decisions that meet FCA requirements and customer outcome expectations.
  • Review complaint patterns and identify underlying causes.
  • Spot process breakdowns, control gaps, emerging risks and ways to improve customer outcomes.
  • Lead corrective actions and help implement and monitor improvements.
  • Work with Operations, Risk, Compliance, Customer Experience and senior stakeholders.
  • Prepare management information, governance reports and actionable insights.
  • Represent the Complaints function at governance forums, working groups and stakeholder meetings.
  • Provide specialist guidance on complaint handling, customer outcomes, vulnerable customers and Financial Ombudsman Service expectations.
  • Coach colleagues and share expertise to strengthen capability across the wider team.

Cerințe

  • Strong knowledge of pensions, annuities or other retirement products.
  • Thorough understanding of FCA complaint-handling rules and Financial Ombudsman Service processes.
  • Experience investigating and resolving complex customer complaints, escalations and regulatory referrals.
  • Experience managing sensitive cases involving vulnerable customers.
  • Strong analytical and root cause investigation skills.
  • Experience preparing high-quality complaint responses, case files and governance reports.
  • Ability to explain complex technical matters clearly.
  • Proven stakeholder management and influencing skills.
  • Strong organisation and ability to balance competing priorities, complex cases and tight deadlines.
  • Experience contributing to or leading governance forums, working groups and stakeholder discussions.
  • Experience managing Financial Ombudsman Service referrals and executive or CEO complaints is desirable.
  • Quality assurance, regulatory oversight or complaints governance experience is desirable.

Beneficii

  • Bonus
  • Private medical cover
  • 38 days of annual leave
  • Excellent pension
  • Life assurance worth 12 times salary
  • Career breaks
  • Income protection
  • Three volunteering days
  • Flexible working options, including part-time, job-share and other arrangements
  • Career development opportunities

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