Senior DC Pensions Complaints Administrator

WTW; Redhill; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

WTW is seeking a Complaints Senior Administrator based in Redhill to manage complaints effectively and maintain high standards of service. The role involves thorough investigations and interaction with clients, requiring extensive knowledge of pensions and strong communication skills. Join a team committed to inclusivity and excellence.

Qualifications

• Experience dealing with DC occupational pension schemes or a Master Trust.
• Previous experience with pensions complaints.
• Strong pension technical knowledge.

Responsibilities

• Ensure complaints are handled efficiently and professionally.
• Monitor complaint responses and ensure a high standard.
• Conduct thorough investigations on complaints.

Skills

Communication

Problem-solving

Negotiation

Attention to Detail

Stakeholder Management

Job description

We are hiring for a Complaints Senior Administrator who would be based in our Redhill office. Reporting into the LifeSight Complaints Manager, you will be actively responsible for processing complaints and dissatisfaction cases raised with LifeSight. This includes identifying complaints trends and issues and reporting them to the LifeSight Complaints Manager. Alongside your team you will ensure a high quality and well-regarded service is provided to our impressive portfolio of clients that include several prestigious and market leading global companies.

LifeSight, WTW’s DC master trust, represents one of our biggest business growth opportunities in the UK. Our growing business has already quickly gained a foothold in this exciting market supported by a targeted approach to the market to make us stand out against our competitors.

At WTW, The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

The Role

• Ensure complaints are handled efficiently and professionally with high quality responses and appropriate updates to customers to deliver a good customer experience.
• Ensure complaints are investigated thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.
• Monitor complaint responses drafted by the team, to ensure that; a robust and consistent approach is taken, the information given is accurate and is of a high standard, investigations are undertaken (as appropriate), issues raised by customers are fully addressed, and confidently challenge team members who fail to meet this standard.
• Demonstrate strong problem-solving skills and a proactive approach to resolution and prevent escalations including speaking to customers by telephone.
• Identifypotentialsourcesoferrorsand/orprocessfailuresandsuggestimprovements.

Reporting

• Responsible for the accuracy of case management information recorded in the admin system and ensure this is structured in line with agreed protocols for onward reporting.
• Represent LifeSight at OGB internal complaints meetings/forums when needed.

Process Improvement

• Promote and embrace a culture of continuous improvement.
• Liaise with internal departments to analyse root causes of complaints and report this into the LifeSight Complaints Manager.

Team

• Escalate areas of concern to the Complaints Manager, as appropriate.
• Support colleagues, as appropriate, across team.
• Work with your team and the business to create a positive working environment.
• Partnering, collaborating, and contributing to team cohesion and wellbeing, which is paramount.
• Invest in own wellbeing and development, with support from Complaints Manager.
• Participate and contribute to daily stand ups / huddles, team meetings and retrospectives.
• Deputise in the absence of the Complaints Manager.
• LifeSight have a one team mentality - team harmony whilst delivering constantly with quality, is key to values.

Qualifications

The Requirements

• ExperienceofdealingwithDCoccupationalpensionschemesoraMasterTrust.
• Previous experience dealing with pensions complaints.
• Strongpensiontechnicalknowledge.
• Clearandeffectivecommunicationskills–verbalandwritten.
• Experienceofcollaborativestakeholdermanagement,specificallyatcustomerfacingandsenior management levels.
• Stronginfluencing,negotiationandrelationshipbuildingskills.
• Excellentorganisationalskills,abletoprioritisekeytasksandfocusondeliveringthem.
• Emphasisonattentiontodetailandaccuracy.
• Flexibleapproachandpositiveattitudeandcommunicationstyle.
• Understanding of the FCA, TPR and Ombudsman policies and guidelines – desirable.

At WTW, we believe difference makesus stronger.We want ourworkforceto reflectthe differentand varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bringtheir wholeselvestoworkeveryday.Weareanequalopportunityemployer committedtofosteringaninclusive work environment throughout our organisation. We embrace all types of diversity.

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email [e-mail].

Equal Opportunity Employer