About us
InvestAcc is a multi-site pension administration business, providing administration for high-net-worth SIPP and SSAS products. The Customer Experience Team is a dedicated function, responsible for the effective administration of complaints, root cause analysis, vulnerable customer oversight and support of general customer feedback. We are seeking a Customer Outcomes Specialist to join our team in Carlisle or Manchester (Travel to alternative operational locations as required by job role).
InvestAcc Pension Administration Limited is part of the InvestAcc Group, trading since 1992, the company has built an enviable reputation as a niche Pension Provider in the Self Invested Pensions market, managing pension assets in excess of £9 billion for over 18,000 scheme members.
Role purpose:
The Customer Outcomes Specialist is responsible for handing complaints and supporting customer outcome activities, ensuring fair and timely resolution in line with regulatory requirements, including the support of vulnerable customers.
This is a development role, building core capability in complaints handling, customer insight, and regulatory understanding.
Key accountabilities:
- Manage complaints from receipt through to resolution
- Deliver fair, clear and timely customer communications in line with regulatory requirements
- Investigate and draft complaint responses in line with quality standards.
- Escalate complex cases where appropriate
- Accurately record complaint details and apply root cause categorisations
- Support data quality and MI reporting
- Identify potential process improvements, trends or re-occurring issues
- Assist tracking of remedial actions
- Assist the operation in the identification and support of vulnerable customers
- Ensure customer outcomes reflect individual needs and circumstances
- Support wider Customer Experience Team activities including the delivery of business training and administration of customer satisfaction surveys
- Act as contact for operational and Product Teams on complaint-related queries
- Participate in training and continuous development
Key Skills & Experience:
Essential:
- Experience in customer service or complaints handling role
- Strong communication skills (written and verbal)
- Attention to detail
- Ability to manage workloads effectively and escalate support requirements
Desirable:
- Experience in financial services
- Awareness of FCA complaint handling requirements
Key competencies:
- Customer-focused approach
- Willingness to learn and develop
- Team collaboration
- Resilience and adaptability
Job Types: Full-time, Permanent
Pay: £27,000.00-£28,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Free parking
- Life insurance
- On-site parking
- Sick pay
Work Location: In person
