Senior Complex Pensions Complaints Manager

JOB TITLE: Senior Complex Pensions Complaints Manager (SIPP & Property).

SALARY: £78,000pa to £91,800pa plus an extensive benefits package. 

LOCATION:  Edinburgh.

HOURS: 35 hours, full time. 

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our Edinburgh hub. 

We’re on an exciting journey to transform our Group and the way we shape finance for good. We’re focusing on the future - investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone, including you!    IP&I is on a mission to deliver outstanding customer value while improving efficiency and ensuring our products and services are fit for the future.

Want to hear more?

We're looking for an inspiring people leader with experience of leading scaled, complex operational teams.  You’ll have a strong, current understanding of the Complex Pensions market (SIPP and Property), alongside leading successful teams resolving customer pensions complaints. This role will give you variety and pace with the opportunity to build positive relationships across a wide network, whilst helping develop strategic business direction.

What the role will involve

• Using your extensive Complex Pensions knowledge, you'll guide and deliver great customer outcomes via our complaint resolution team of colleagues based geographically across the UK.

• Assembling operational information from various sources, you'll assess team performance as we respond to customers. You'll analyse data from different systems to set the team’s capacity to ensure enquiries are responded to in a timely manner, creating positive customer experiences.

• Working closely with colleagues and suppliers you'll lead the delivery of work progress, reviewing efficiency to support the team to high performance.

Additionally, you’ll:

• Ensure resource forecasts are accurate and use data to identify emerging peaks in activity, flexing forecast plans to mitigate and maintain performance.

• Undertake detailed root cause analysis to influence strategic direction in the improvement of journeys and processes for our customers.

• Review processes to simplify customer and colleague journeys.

• Deliver outstanding Programme Office activity supporting the business through robust governance.

About you

• Strong knowledge of the Complex Pensions market, including SIPP and Property portfolios.

• Current experience in leading large complaints teams who support customers with complex and/or regulated product resolutions.

• The ability to interpret data from multiple sources to build strategic direction to drive better customer outcomes.

About working for us  

Our focus is to ensure we are inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity, or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it is why we especially welcome applications from under-represented groups. We are disability confident. So, if you would like reasonable adjustments to be made to our recruitment processes, just let us know. 

If you love to lead and empower high performing teams and you always think of the impact on the customer, then we would love to hear from you!