Senior Pensions Complaints & QA Lead

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

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.