Senior Complaints Administrator in Surrey

Willis Towers Watson (WTW) is a leader in the marketplace, offering excellent opportunities for experienced pension professionals. Our global Outsourcing line of business provides outsourced administration services to occupational pension funds, working with some of the world’s leading organisations. LifeSight, WTW’s DC master trust, represents one of our biggest business growth opportunities in the UK.

We are hiring a Senior Complaints Administrator to be based in our Redhill or Leeds office. Reporting to the LifeSight Complaints Manager, you will play a key role in managing and processing complaints and expressions of dissatisfaction raised by LifeSight members. This includes identifying complaint trends and recurring issues, and providing clear insights and reporting to support continuous improvement.

Working closely with your team, you will help ensure a high-quality, well-regarded service is delivered to LifeSight’s impressive portfolio of clients, including several prestigious and market-leading global organisations. If you are ambitious, self-driven, personable, and bring a positive, can-do attitude, you will thrive in our fast-paced and collaborative working environment.

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. We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements.

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.
• 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.

Reporting

• 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.
• Responsible for the completion of monthly complaints write-ups and ensure these are completed within given timeframes.

Process Improvement

• 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.

Team

• 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.

Qualifications

• Experience of dealing with DC occupational pension schemes or a Master Trust.
• Experience dealing with pensions complaints.
• Pension technical knowledge.
• Clear and effective communication skills – verbal and written.
• Experience of collaborative stakeholder management, specifically at customer facing.
• 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.

What we offer

• 25 days of annual leave plus an extra WTW day to relax and recharge.
• Comprehensive health and wellbeing offering including private healthcare, life insurance, group income protection, and regular health assessments.
• Defined contribution pension scheme, featuring matched contributions up to 10% from the company.
• Hybrid working options, access to an employee assistance programme, and a fully paid volunteer day.
• 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 Employer

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants.