At a Glance
- Tasks: Handle and resolve complaints efficiently while ensuring high-quality customer service.
- Company: Join WTW, a leading global company in the DC pensions sector with a focus on growth and innovation.
- Benefits: Enjoy a hybrid work model, flexible hours, and a supportive team environment.
- Other info: We embrace diversity and provide equal opportunities for all applicants.
- Why this job: Be part of a dynamic team that values inclusivity and continuous improvement in a thriving market.
- Qualifications: Experience in DC pensions and complaints handling, with strong communication and organisational skills required.
The predicted salary is between 36000 - 60000 £ per year.
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.
- Identify potential sources of errors and/or process failures and suggest improvements.
- 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.
- 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.
- 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- Experience of dealing with DC occupational pension schemes or a Master Trust.
- Previous experience dealing with pensions complaints.
- Strong pension technical knowledge.
- Clear and effective communication skills – verbal and written.
- Experience of collaborative stakeholder management, specifically at customer facing and senior management levels.
- Strong influencing, negotiation and relationship building skills.
- Excellent organisational skills, able to prioritise key tasks and focus on delivering them.
- Emphasis on attention to detail and accuracy.
- Flexible approach and positive attitude and communication style.
- Understanding of the FCA, TPR and Ombudsman policies and guidelines – desirable.
At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive 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 candidate.helpdesk@willistowerswatson.com.
Senior DC Pensions Complaints Administrator in Redhill employer: Willis Towers Watson
WTW is an exceptional employer, offering a dynamic work environment in Redhill that promotes flexibility and a hybrid working model tailored to individual needs. With a strong emphasis on employee growth, continuous improvement, and a culture of inclusivity, WTW empowers its team members to thrive while delivering high-quality service to a prestigious portfolio of clients. Join us to be part of a collaborative team that values well-being and professional development, making a meaningful impact in the pensions sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior DC Pensions Complaints Administrator in Redhill
✨Tip Number 1
Familiarise yourself with the specific complaints handling processes within the pensions sector. Understanding the nuances of DC occupational pension schemes and the common issues that arise can give you a significant edge during interviews.
✨Tip Number 2
Network with professionals in the pensions industry, especially those who have experience in complaints management. Engaging in conversations about their experiences can provide valuable insights and may even lead to referrals.
✨Tip Number 3
Demonstrate your problem-solving skills by preparing examples of how you've successfully resolved complaints in the past. Be ready to discuss these scenarios in detail during your interview to showcase your proactive approach.
✨Tip Number 4
Stay updated on the latest regulations and guidelines from the FCA, TPR, and Ombudsman. Showing that you are knowledgeable about compliance will highlight your commitment to maintaining high standards in complaints management.
We think you need these skills to ace Senior DC Pensions Complaints Administrator in Redhill
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in dealing with DC occupational pension schemes and complaints. Use specific examples that demonstrate your problem-solving skills and attention to detail.
Craft a Strong Cover Letter:In your cover letter, express your enthusiasm for the role and the company. Mention your understanding of the FCA, TPR, and Ombudsman policies, and how your background aligns with the responsibilities outlined in the job description.
Showcase Communication Skills:Since clear communication is key for this role, provide examples in your application that showcase your verbal and written communication skills. Consider including instances where you successfully managed stakeholder relationships.
Highlight Continuous Improvement Mindset:Demonstrate your commitment to continuous improvement by mentioning any past experiences where you identified process failures or suggested improvements. This will resonate well with the company's values.
How to prepare for a job interview at Willis Towers Watson
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Senior DC Pensions Complaints Administrator. Familiarise yourself with the complaints process, the importance of customer experience, and how to identify trends in complaints.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complaints or issues. Highlight your proactive approach and ability to investigate thoroughly, as these are key skills for this role.
✨Demonstrate Strong Communication Skills
Since the role involves liaising with clients and internal teams, practice articulating your thoughts clearly and effectively. Be ready to discuss how you would handle difficult conversations with customers.
✨Emphasise Continuous Improvement
Be prepared to discuss how you can contribute to a culture of continuous improvement within the team. Think of suggestions for process enhancements based on your previous experiences in similar roles.
