Senior Complaint Handler (Defined Benefit Pension Complaints)

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. 

Are you an experienced complaint handler with deep knowledge of Defined Benefit (DB) pensions? Do you thrive on solving complex problems, delivering fair customer outcomes, and acting as a subject‑matter expert? If so, this is a fantastic opportunity to join our PRT Client Services team as a Senior Complaint Handler.

This role is hands‑on and highly specialised. You will own and manage all Defined Benefit pension complaints, achieving the right customer outcomes while identifying opportunities to continually improve service throughout PRT Client services, LGRI. You will also investigate complaints and resolve within the regulatory framework prescribed by the Industry Regulator and internal compliance/business standards.  

What you'll be doing:

• Leading the full investigation and resolution of Defined Benefit pension complaints, ensuring fair, timely, and compliant outcomes.
• Providing clear, empathetic written and verbal responses that align with our customer experience standards and Treating Customers Fairly principles.
• Maintaining robust audit trails and supporting the Financial Ombudsman Service (FOS) and Pensions Ombudsman (TPO) where needed.
• Interpreting scheme rules and benefit specifications to accurately assess complex case scenarios.
• Identifying complaint root causes and contributing to improvements across PRT Client Services.
• Delivering training and guidance to colleagues on complaint handling best practice and technical DB matters.
• Producing accurate management information and reports on complaint trends, costs, and themes.

Who we're looking for:

• Strong experience handling complex complaints, ideally within pensions or financial services.
• Solid understanding of Defined Benefit pension schemes and regulatory frameworks.
• Excellent written and verbal communication skills, with the ability to explain complex matters clearly and empathetically.
• Strong analytical skills with the ability to interpret scheme rules and apply them accurately.
• Organised, detail‑focused, and able to work independently while supporting wider team development.
• Confidence using complaint databases and core Microsoft applications.

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

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.