ComplaintsOfficer

## Job Description Summary ## Job Description on ** _Complaints Officers_** **12 Month Fixed Term Contract** ** _Location:_** **Edinburgh**(We believe in the power of in-person collaboration, and our hybrid model requires colleagues to be in the office a minimum of 40% of their time) ** _Salary:_** A competitive salary starting from **£28,160** depending on the experience you can bring. ** _Closing Date:_** 27th May 2026 We’re driven by our commitment to helping the UK get ready for retirement. As part of this, we’re constantly developing new ways to simplify, improve and revolutionise how we help individuals, employers, advisers, our communities, and the environment. That means we need the right kind of people on our team. **We help people live their best lives**. We help them with the big stuff, for the moments that matter: Pensions, Savings, Investments. We’re looking for an experienced **Complaints Officer** to join our Customer Oversight team. You’ll take ownership of complex complaints passed over from our Triage Complaints Officers, investigate the customer experience to work out if they’ve been detrimentally impacted by our service, proposition, or products. In cases where that’s happened, you’ll calculate the appropriate redress and compensation, and make sure that our customers clearly understand the decisions reached. **We’d love to hear from you if you have:** * Previous experience in a complaints-related role within financial services * Great analytical and investigation skills * The ability to clearly communicate decisions to customers, written and verbally. **It’d also be great – but not essential - if you’ve got:** * An understanding of pension products * An understanding of FCA, ADR & MIFID & IDD dispute resolution regulations **What’s in it for you?** * We’re serious about your future and our enhanced pension scheme is now in place. We ask you to contribute 3% of your salary to your pension and we’ll put in 9%. If you decide to contribute more, we’