Complaints Consultant

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 division provides pension risk transfer (PRT) solutions for UK and US defined benefit (DB) schemes, and reinsurance solutions from our global hub in Bermuda. We work with companies, DB pension schemes and their advisors to help them secure and protect scheme members’ retirement benefits.

Joining us means you’ll support customers’ financial security in retirement; help companies to settle their pension liabilities and focus on growing their businesses; and enable investment for the long term to back our pension promises.

Recruiter: Clarice Wale, [email protected] Closing date: 18/06/2025

We’re recruiting for a Complaints Consultant to join us in our Defined Benefits team in our Hove office on a hybrid basis. We’re offering a competitive base salary up to £40,000 dependant on experience and knowledge. You will work 35 hours per week Monday - Friday.

As a Complaints Consultant you will investigate and resolve complaints received from PRT CSS customers within the regulatory framework prescribed by the Industry Regulator and internal compliance/business standard.

What you'll be doing:

• Ensure that Defined Benefit pension complaints are fully investigated, demonstrating independence and sound judgement based on all relevant information, in accordance with regulation and complex DB scheme rules. Ensure that communication is aligned to L&G’s customer experience and customers receive good outcomes
• Maintain a robust audit trail of the complaint investigation, justification for the decision, and customer contact to be able to provide this evidence to the Financial Ombudsman Service (FOS) as required under legislation. Support FOS and TPO with their investigations by responding to their queries and providing files and information when requested
• Support 3rd party suppliers with Defined Benefit complaint management through referrals and reviews of their active and resolved complaints. Providing advice and feedback where necessary. Provide review interventions of 3rd party suppliers from time to time
• Maintain the complaints database. Use this to provide accurate MI for monthly admin reports and other reporting as required by the Transitions team for individual Scheme reports. Produce and deliver biannual reports to the Management team reviewing the complaints statistics, including root cause trend analysis, Complaints Costs and FOS referrals
• Analyse complaints to identify the root cause of failures to meet customers’ reasonable expectations and provide feedback to relevant areas to enable changes to be implemented
• Ensure all internal customers and any relevant third parties are kept updated in a timely fashion on any key information which impacts their processing to enable them to treat the end customer fairly
• Communicate with customers clearly and in a timely manner to enable them to access the complaints process easily and understand how complaints will be dealt with, the decision reached and the options after the complaint has been conclude

Who we're looking for:

• Defined benefits experience
• Has a knowledge of the following legislation and remains compliant: - GDPR - Money Laundering - Complaints - Treating Customers Fairly - Breach guidelines
• Understanding of defined benefit pension schemes
• Highly customer focused and understands the need to maintain and improve relationships with both internal and external customers. This includes policyholders, scheme members, legislative bodies, third parties and your colleagues within the whole of L&G.
• Experience in delivering best practice MI solutions (e.g. highlight reports, management dashboards). Ability to manage tight timescales, prioritise own work or escalate if necessary

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
  
  

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

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 strive to be open, mindful, and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs. 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.

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all.

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.