Complaint Handler, Pension Administration

Discover a world of endless possibilities at Gallagher Benefit Services, where you'll have the power to shape the future of workplaces across industries. As a member of our team, you become the driving force behind positive change, helping clients build environments where employees thrive. Embrace the opportunity to impact lives, unlock potential, and create a legacy of remarkable transformation.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

Working in collaboration with our Pension administration teams the Complaints Handler is responsible for supporting the Complaints Manager and the wider quality assurance team in handling complaints at all stages associated with Defined Benefit and Defined Contribution Pensions administration.

These investigations will need to be conducted with corrective action identified and communicated to the complainant, taking the complaint through to closure. Checking the work done by others will also form part of the role.

Other key aspects of this role include assessing root cause analysis for complaints and E&Os; gathering evidence, analysing trends and collaborating on solutions, as well as being involved in national initiatives and continuous improvement activities.

• Conduct reviews of complaints and E&Os, crafting timelines, collecting evidence, performing root cause analysis, and offering feedback and findings as necessary
• Trace and provide evidence needed to support internal and external audits, checking the evidence to ensure it is satisfactory for submission
• Provide MI in relation to complaints and audits
• Help with deep dive reviews when new processes or changes are implemented to help mitigate risks of complaints or E&Os
• Act as a subject matter expert regarding complaints management, business controls, and the quality assurance framework
• Be involved in national initiatives and continuous improvement activities to support ongoing improvement and learning from complaints and E&Os
• Maintain up-to-date knowledge of Gallagher processes

Proficiencies

• Adaptability & Flexibility: Adapts to changing business needs, conditions, and work responsibilities.
• Analysis / Reasoning: Examines data to understand issues, draw conclusions, and solve problems.
• Creative & Innovative Thinking: Develops fresh ideas that provide solutions to all types of delivery challenges.
• Customer Focus: Understands the impact on customers and ensures TCF principles.
• Influencing Others: Committed to encouraging the organization’s objectives and engaging others in doing the same.
• Job Knowledge / Technical Knowledge: Demonstrates knowledge of techniques, skills, equipment, procedures, and materials. Applies knowledge to identify issues and internal problems; works to develop additional technical knowledge and skills.
• Problem Solving: Resolves difficult or complicated challenges.
• Relationship Building: Builds constructive working relationships characterized by a high level of acceptance, teamwork, and mutual respect.
• Self-Management: Manages own time, priorities, and resources to achieve goals.
• Teamwork: Promotes collaboration and dedication within a team to achieve goals and deliverables

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days
• Defined contribution pension scheme, which Gallagher will also contribute to
• Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x
• Income protection, we’ll cover up to 50% of your annual income, with options to top up
• Health cash plan or Private medical insurance

Other benefits include:

• Three fully paid volunteering days per year
• Employee Stock Purchase plan, offering company shares at a discount
• Share incentive plan, HMRC approved, tax effective, stock purchase plan
• Critical illness cover
• Discounted gym membership, with over 3,000 gyms nationally
• Season ticket loan
• Access to a discounted voucher portal to save money on your weekly shop or next big purchase
• Emergency back-up family care
• And many more…

We value inclusion and diversity

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities.

We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don’t worry, we’re here to help, however, we can only do this if you let us know.

Should you require reasonable adjustments to your application, please get in touch with [email protected] . If you’d prefer to speak on the phone, please request a call back, leaving details, so we get in touch.

Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.