Complaints Manager

Job Title: Complaints Associate / Complaints Manager UK Pensions

Experience: 1+ Years

Location: Mumbai / Kolkata

Key Skills:

• Complaint Handling
• Customer Service / Case Management
• Complaint Investigation & Resolution
• Customer Communication
• Root Cause Analysis (RCA)
• Stakeholder Management
• SOP & Process Compliance
• Governance & Audit
• MS Office / Case Management Tools
• Good Written & Verbal Communication

Responsibilities:

• Receive, log, categorize, and manage customer complaints.
• Investigate complaints and identify root causes.
• Coordinate with Operations and internal teams for resolution.
• Prepare and send professional complaint response letters.
• Handle escalations and complex complaints.
• Maintain accurate case records and audit documentation.
• Ensure complaints are resolved within SLA/TAT.
• Perform RCA and identify recurring issues.
• Support process improvements and update SOPs/templates.
• Follow regulatory, compliance, and governance requirements.

Preferred:

• UK Pensions / Financial Services experience.
• Experience in a regulated environment.
• Complaint handling or customer service experience.

If your are interested share your resume to [email protected]