Trainer – Complaints Handling (Life & Pensions)

We are seeking an experienced Trainer to support a team of complaint handlers in resolving a backlog of service-related complaints within a Life & Pensions business, relating to a recent systems migration. This 6-month contract, starting 30th June, offers a competitive day rate and a hybrid working model post-accreditation.

Role Details: 

• Complaints Trainer 
• 6 month initial contract 
• Competitive day rate (open to various rates for the right candidate) 
• 30th June start date 

Key Responsibilities:

• Deliver structured training on complaint resolution, regulatory requirements, and company policies.
• Equip handlers with best practices for identifying and supporting vulnerable customers, ensuring fair treatment in line with FCA guidelines, including Consumer Duty.
• Promote continuous process improvement, identifying opportunities to streamline workflows and enhance operational efficiency.
• Foster a high-quality, customer-centric approach to complaint resolution.

Key Requirements:

• Proven experience in complaints handling training within financial services.
• Strong understanding of FCA regulations, Consumer Duty, and vulnerability support.
• Excellent communication and coaching skills, with the ability to engage and develop teams.
• Ability to drive process enhancements for more efficient complaint resolution.

This role offers the chance to make a meaningful impact on customer experience and operational efficiency. If you’re passionate about training, regulatory excellence, and complaint resolution, apply today!