Senior Pensions Complaints Administrator

We are hiring for a Senior Pensions Complaints Administrator who would be based in our Redhill Office. In this role, you will work closely with the Administration Manager, undertaking regular quality assurance assessments on the work undertaken by the team and playing a lead role in effective complaint handling. This will include completion of monthly quality audit and complaints reports, identifying errors and process failures and then working with the Administration Manager to support and drive change and proactively improve the quality of the service provided to members.

The role is an exciting opportunity to build on your previous experience and knowledge. You will have the opportunity to further your career by learning new skills and engaging in continuous development via formal training, on the job learning and professional qualifications.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a "hybrid" style, with a mix of remote 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

Quality Assurance

• Understand and suggest improvements to the Quality Assurance framework and approach, identifying themes, coaching areas, training needs and identifying best practices.
• Provide effective guidance and support to administration staff on quality and customer service matters
• Support the Administration Manager to ensure there is appropriate governance of all Quality Improvement activities.
• Be a point of contact and a representative at internal quality forums and root cause analysis meetings

Complaint Handling

• Ensure complaints are handled efficiently and professionally, with high quality responses and appropriate updates to members, to deliver a good customer experience
• Ensure complaints are investigate thoroughly, gathering all necessary information and evidence to reach fair and informed decisions
• Recommend to Administration Manager levels of distress and inconvenience to be paid to customers. Process these once approved and keep a record of the amount paid and reasons why
• Review feedback from IDRP complaints and ensure appropriate audit and/or process review conducted with resulting recommendations presented to the Administration Manager

Reporting

• Responsible for completing monthly quality audit and complaints reports, with root cause analysis and identification of themes

The Requirements

• Previous experience working in an occupational pension administration team (DB experience is essential) carrying out administration processes, including but not limited to Retirements, Transfers and Deaths.
• Experience and knowledge of Pensions Legislation and Regulations and applying these within an administration team in response to changes or new legislation.
• Experience and knowledge of the DB manual calculations required for a variety of administration processes and checking the work of other colleagues including complaint cases
• High level attention to detail and skilled in following and applying procedural documentation
• Excellent organisational and time management skills and being able to manage own workload
• Excellent interpersonal skills to include good written and verbal communication and use of Microsoft Excel and Word.
• Experience of coaching and supporting less experienced colleagues.
• Experience of working in a hybrid/multi-site team would be an advantage.
• Flexible approach and positive attitude and communication style

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.

Equal Opportunity Employer