Senior Pensions Complaints & QA Lead

WTW; Redhill; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Private healthcare

Pension scheme

Life insurance

25 days annual leave

Job summary

WTW is seeking a Senior Pensions Complaints Administrator in Redhill with hybrid work arrangements. You will lead quality assurance assessments, compile monthly reports, and drive process improvements to enhance customer outcomes.

Your role involves handling complex complaints, ensuring thorough investigations, and supporting governance through audits and root-cause analysis, while developing skills via training and qualifications.

Qualifications

• Experience working in an occupational pension administration team carrying out administration processes (retirements, transfers and deaths).
• Experience and knowledge of pensions legislation and regulations and applying these within an administration team.
• Experience of complaint handling, quality assurance and reporting.

Responsibilities

• Understand and suggest improvements to the Quality Assurance framework and approach; identify themes, coaching areas and training needs.
• Provide guidance to administration staff on quality and customer service matters.
• Support the Quality Assurance Manager to govern all Quality Improvement activities.

Skills

Pensions admin

Pensions legislation

Complaints handling

Quality assurance

Attention to detail

Organizational skills

Interpersonal skills

Excel

Word

Coaching

Hybrid / multi-site

Flexible attitude

Tools

Excel

Word

Job description

WTW is seeking a Senior Pensions Complaints Administrator in Redhill with hybrid work arrangements. You will lead quality assurance assessments, compile monthly reports, and drive process improvements to enhance customer outcomes.

Your role involves handling complex complaints, ensuring thorough investigations, and supporting governance through audits and root-cause analysis, while developing skills via training and qualifications.