Complaints Advisor - Maternity Cover (Temporary) in Ipswich, Suffolk

The Employee Relations GB team supports all segments across WTW, which consists of Risk and Broking (R&B), Health, Wealth and Career (HWC) and Corporate functions. This role provides support to managers and employees on people matters and coordination to the Employee Relations team which supports HWC and Corporate, ensuring effective case management, governance, and delivery of a consistent, compliant ER service. It combines, first-line advisory support and first line case management, team support and co-ordination to enable timely, high-quality outcomes across ER activities. This role is based in Ipswich and is primarily home-based, with an expectation to attend the office at least a couple of times per week, subject to review if needed.The Role:Case and Data ManagementProvide effective case management of first line disciplinary, performance/probation management, grievances (informal resolution), absence management escalation, flexible working Management of involuntary terminations, e.g. Ill health and GIP cessation, including any escalation Maintain accurate, up-to-date ER case records within the case management system (AllVoices), ensuring data integrity, confidentiality, and compliance with GDPR requirements.Support ER Specialists and Leads in the administration of case files, including document collation and version control.Identify trends and recurring themes in casework and provide insight to support preventative action and continuous improvement Work collaboratively with HR colleagues, legal advisers, occupational health, and other stakeholders as requiredPolicy Guidance and First-Line AdviceProvide first-line ER guidance, coaching to managers and employees on matters in line with policy and procedures, including:Probation reviews and extensionsPerformance Management(Short term) Global remote workingFlexible working requestsMinor conduct mattersEscalate more complex or high-risk cases to ER Specialists/Leads in a timely manner, Ensure all advice is consistent, pragmatic, and aligned with employment legislation and internal frameworksMeeting and Hearing SupportProvide administrative support for formal ER meetings (e.g. disciplinary, grievance, absence review), including scheduling, documentation, and logistics. Project and Change SupportSupport organisational change activity, consultation exercises and other people-related projects in line with business needs.Provide coordination and administrative support to ER-led projects, including business change and organisational design initiatives.Assist in the implementation of ER-related programmes, ensuring milestones, documentation, and communications are effectively managed Contribute to project tracking and reporting, identifying risks and supporting mitigation actions.Identify opportunities for professional development via continuous improvementSupport the development and maintenance of ER toolkits, intranet content, and manager guidance materials.Provide support for other ER activities across all segments of the ER Team where they arise including training materials and coordination logistics for training sessions / lunch and learns education sessions and overall case supportKey Working RelationshipsER Specialists, Leads and SupportGB Head of Employee RelationsGB HR Compliance ManagerHR Business Partners/Talent AdvisorsLine Managers across the organisationHR Services / People Operations teamsCompliance team members (SMCR issues)HWC businessesWhat you'll bring:Previous experience working in an HR support role, including ER Support, HR Advisor or similar roleIdeally completed or studying towards CIPD level 5Good working knowledge of employment lawStrong Excel, Word and PowerPoint skills, Co-pilot (or similar AI programme)Commitment to the provision of excellent customer service and be a self-starter and comfortable working in a busy environmentProcess oriented with strong focus on accuracy and attention to detail.Experience with HR reporting databases (desirable)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. Equal Opportunity EmployerWe’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants.