Senior Pensions Complaints Administrator

WTW; Greater London; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Health insurance

25 days annual leave

Hybrid working options

Private healthcare

Job summary

WTW in the United Kingdom is seeking a Senior Pensions Complaints Administrator for our Outsourcing line, based in Redhill with hybrid working. You will lead quality assurance activities, assess complaints, and drive improvements to deliver high-quality member service.

The role involves guidance to administration staff, governance of improvement activities, and detailed reporting, with opportunities for professional development through training and qualifications.

Qualifications

• Experience in an occupational pension administration team handling retirements, transfers and deaths (DB preferred).
• Knowledge of pensions legislation and regulatory changes and applying them in a team.
• Experience with complaint handling, quality assurance and reporting.
• Strong attention to detail and ability to follow procedural documentation.
• Excellent organizational and time-management skills; ability to manage own workload.
• Good written and verbal communication skills; proficient in Microsoft Office.

Responsibilities

• Support quality assurance framework improvements and identify themes and training needs.
• Provide guidance to staff on quality and customer service matters.
• Assist in governance of quality improvement activities.
• Represent the team at quality forums and root cause analysis meetings.
• Ensure complaints are handled efficiently with high-quality responses and updates to members.
• Investigate complaints thoroughly and gather information to reach informed decisions.
• Assist in determining levels of distress compensation and document rationale.
• Review customer feedback and implement audit/process improvements.
• Complete monthly quality audits and complaints reports with root cause analysis.

Skills

Pensions administration

Pensions legislation knowledge

Complaint handling

Quality assurance

Reporting

Attention to detail

Time management

Interpersonal communication

Microsoft Excel

Microsoft Word

Coaching others

Hybrid/multi-site teamwork

Flexible and proactive communication

Tools

MS Excel

MS Word

Job description

Description

Join us as a Senior Pensions Complaints Administrator within our Outsourcing line of business based out of our offices in Redhill working hybrid.

In this role, you will work closely with the Quality Assurance Manager, undertaking regular quality assurance assessments on the work undertaken by the team and playing a lead role in effective complaint handling.

This will include completion of monthly quality audit and complaints reports, identify errors and process failures and then work with the Quality Assurance Manager to support and drive change and proactively improve the quality of the service provided to members.

The role is an exciting opportunity to build on your previous experience and knowledge. You will have the opportunity to further your career by learning new skills and engaging in continuous development via formal training, on the job learning and professional qualifications.

The Role

Quality Assurance

Understand and suggest improvements to the Quality Assurance framework and approach, identifying themes, coaching areas, training needs and identifying best practices.

Provide effective guidance and support to administration staff on quality and customer service matters

Support the Quality Assurance Manager to ensure there is appropriate governance of all Quality Improvement activities.

Be a point of contact and a representative at internal quality forums and root cause analysis meetings

Complaint Handling

Ensure complaints are handled efficiently and professionally, with high-quality responses and appropriate updates to members, to deliver a good customer experience

Ensure complaints are investigated thoroughly, gathering all necessary information and evidence to reach fair and informed decisions

Recommend to Quality Assurance Manager levels of distress and inconvenience to be paid to customers. Process these once approved and keep a record of the amount paid and reasons why

Review customer feedback and ensure appropriate audit and/or process review conducted with resulting recommendations presented to the Quality Assurance Manager

Reporting

Responsible for completing monthly quality audit and complaints reports, with root cause analysis and identification of themes

Qualifications

What you’ll bring

• Experience working in an occupational pension administration team carrying out administration processes, including Retirements, Transfers and Deaths (DB Pensionsexperience is preferred however DC Pensions could be considered)
• Experience and knowledge of Pensions Legislation and Regulations and applying these within an administration team in response to changes or new legislation.
• Expereince in complaint handling, quality assurance and reporting.
• High level attention to detail and skilled in following and applying procedural documentation
• Excellent organisational and time management skills and being able to manage own workload
• Excellent interpersonal skills to include good written and verbal communication and use of Microsoft Excel and Word.
• Experience of coaching and supporting less experienced colleagues.
• Experience of working in a hybrid/multi-site team would be an advantage.
• Flexible approach and positive attitude and communication style

What we offer

• Enjoy a benefits package designed to help you thrive, both professionally and personally.
• You’ll receive 25 days of annual leave plus an extra WTW day to relax and recharge.
• Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind.
• Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.
• We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community.
• On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more.
• Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

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