The Complaints Case Handler at Now: Pensions (Marsh) is responsible for managing and resolving customer complaints, investigating issues with processes and communications, and providing recommendations for discretionary awards. The role requires end-to-end ownership, strong analytical and communication skills, and the ability to manage multiple priorities. Candidates should have experience in customer service or complaint resolution, preferably within a call centre or professional services environment. Responsibilities include collaborating with internal and external teams, maintaining accurate complaint data, supporting training, and ensuring thorough investigations. The position is based in Nottingham, with a hybrid work arrangement requiring at least two days per week in the office. Familiarity with pensions regulations and social media complaint handling is advantageous.

We are seeking a talented individual to join our Complaints Case Handling team at Now: Pensions (Marsh). This role will be based out of our city centre-based Nottingham office. This is a hybrid role that has a requirement of working a minimum of 2 days a week in the office.

The role: Complaints Case Handler

As a Case Handler you will need to have a composed and analytical approach and a talent for communicating clearly and concisely. The role will involve investigating complaints from a range of customers, problem solving underlying issues with processes, systems and communications, responding to customer comments on social media and TrustPilot, as well as providing recommendations for discretionary awards and transfer decisions for the Trustee and the Scheme.

Case Handling requires end to end ownership and responsibility for each piece of work that crosses the desk. A Case Handler needs the ability to manage multiple priorities and deadlines, whilst balancing the needs of various customer bases against the needs of the business to reach fair and evidenced outcomes quickly.

This role would suit someone with a demonstrable experience in customer service or complaint resolution within a call centre or similar professional services background.

We will rely on you to:

• Manage member and employer complaints through to resolution, always maintaining strong relationships with customers.
• Provide accurate customer-focused complaint resolution communications to a high standard and in a timely manner.
• Work with a third party, TCS, and other business teams that are internal and external, to identify the root cause of the complaint, which could involve primary and potentially secondary issues. Ensure root cause and learning is fed back appropriately.
• Ensure all complaint related data held on our systems is accurate and timely so that a robust audit trail exists.
• Develop and continually enhance strong working relationships with the team, NPL colleagues and third parties/suppliers.
• Manage all cases allocated and produce complaint escalations to our CEO, Trustees and The Pensions Ombudsman Service effectively, ensuring thorough investigations and audit trails of the cases are maintained.
• Assisting with the training of new starters, peer reviewing investigations, remedial actions and communications and supporting colleagues as necessary to reach the teams goals.
• Along with the team, be responsible for all key processes within Service Resolution, which may include Trustpilot, Social Media queries, Discretions and Trustee Mandate referrals.

What you need to have:

• The ability to communicate and consult effectively across teams and departments to foster collaboration.
• Strong written and verbal communication skills for engaging with members and employers clearly and professionally.
• Proven capability to engage with customers effectively, delivering excellent service and support.
• Skilled in resolving and simplifying difficult or complex situations to ensure customer satisfaction.
• Ability to manage multiple complaints simultaneously with a highly organized approach.

What makes you stand out:

• Understanding of complaints - previous demonstrated experience of working in a complaint handling environment.
• Experience of managing Ombudsman, Solicitor, MP or high-profile complaints.
• Understanding of pensions and auto enrolment regulations.
• Experience of responding to customers via social media platforms.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.