Pension Complaints Quality Assurance Specialist
2 days ago
LifeSight, Willis Towers Watson's master trust, is a defined contribution multi-employer pension trust that offers high-quality, low-risk, market-competitive pension provision to employers without the governance burden.
The RoleYou will work alongside other complaint experts to:
- Oversee the complaint process from end to end, ensuring efficient and expedient handling of complaints.
- Ensure complaints are managed within the firm's agreed policies and procedures and external legal and regulatory environment, liaising with the Administration Manager.
- Provide an efficient, professional complaints management service to meet all client/members' needs and promote the WTW brand and values.
- Liaise with internal departments to analyse root causes of complaints and implement change and improvements to WTW Outsourcing controls and processes.
- Investigate complaints thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.
- Provide regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction.
- Act as a point of escalation for complex or high-priority complaints, demonstrating strong problem-solving skills and a proactive approach to resolution.
- Support other complaint experts to continuously improve.
- Ensure reports and ad hoc papers are completed and shared with key stakeholders in a timely manner in accordance with agreed deadlines and with quality in mind.
Key skills and experience include:
- Experience of dealing with occupational pension schemes, including DC, DB, and hybrid arrangements.
- Detailed understanding of requirements specifically around complaints handling.
- Awareness of external regulatory environment in relation to complaints handling and monitoring.
- Strong influencing, negotiation, and relationship-building skills.
- Flexible approach and positive attitude and communication style.
- Demonstrable understanding of the FCA/TPR/Ombudsman policies and guidelines.
- MS Office applications, with strong Excel and PowerPoint skills.
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Redhill, Surrey, United Kingdom Willis Towers Watson Full timeComplaints Quality Assurance ManagerLifeSight, a defined contribution multi-employer pension trust, is seeking a skilled Complaints Quality Assurance Manager to join our team. As a key member of our complaints team, you will play a crucial role in ensuring that complaints are handled efficiently and effectively, delivering good customer outcomes while...
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Redhill, Surrey, United Kingdom Willis Towers Watson Full timeComplaints Quality Assurance ManagerLifeSight, a defined contribution multi-employer pension trust, is seeking a skilled Complaints Quality Assurance Manager to join our team. As a key member of our complaints team, you will play a crucial role in ensuring that complaints are handled efficiently and effectively, delivering good customer outcomes while...
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Redhill, Surrey, United Kingdom Willis Towers Watson Full timeComplaints Quality Assurance ManagerLifeSight, a defined contribution multi-employer pension trust, is seeking a skilled Complaints Quality Assurance Manager to join our team. As a key member of our complaints team, you will play a crucial role in ensuring that complaints are handled efficiently and effectively, delivering good customer outcomes while...
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Redhill, Surrey, United Kingdom Willis Towers Watson Full timeComplaints Quality Assurance ManagerLifeSight, a defined contribution multi-employer pension trust, is seeking a skilled Complaints Quality Assurance Manager to join our team. As a key member of our complaints team, you will play a crucial role in ensuring that complaints are handled efficiently and effectively, delivering good customer outcomes while...
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Redhill, Surrey, United Kingdom WTW Full timeAbout the RoleWe are seeking a highly skilled Complaints Quality Assurance Manager to join our team at Willis Towers Watson (WTW). As a leader in the marketplace, we offer excellent opportunities for experienced pension professionals.This role is part of the Lifesight Team within WTW, which is responsible for providing high-quality, low-risk,...
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Redhill, Surrey, United Kingdom WTW Full timeAbout the RoleWe are seeking a highly skilled Complaints Quality Assurance Manager to join our team at Willis Towers Watson (WTW). As a leader in the marketplace, we offer excellent opportunities for experienced pension professionals.This role is part of the Lifesight Team within WTW, which is responsible for providing high-quality, low-risk,...
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Redhill, Surrey, United Kingdom WTW Full timeAbout the RoleWe are seeking a highly skilled Complaints Quality Assurance Manager to join our team at Willis Towers Watson (WTW). As a leader in the marketplace, we offer excellent opportunities for experienced pension professionals.This role is part of our Lifesight Team, which is WTW's master trust, a defined contribution multi-employer pension trust for...
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Redhill, Surrey, United Kingdom WTW Full timeAbout the RoleWe are seeking a highly skilled Complaints Quality Assurance Manager to join our team at Willis Towers Watson (WTW). As a leader in the marketplace, we offer excellent opportunities for experienced pension professionals.This role is part of our Lifesight Team, which is WTW's master trust, a defined contribution multi-employer pension trust for...
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Redhill, Surrey, United Kingdom WTW Full timeQuality Assurance Manager - Pensions ComplaintsThis role is responsible for establishing the framework and responsibilities of Quality Assurance requirements across LifeSight. The successful candidate will implement a Complaints team that responds to complaints, provides guidance, and monitors all complaints. In cases where a client experiences a peak in...
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Redhill, Surrey, United Kingdom WTW Full timeQuality Assurance Manager - Pensions ComplaintsThis role is responsible for establishing the framework and responsibilities of Quality Assurance requirements across LifeSight, as well as implementing a Complaints team that handles responses to complaints and provides guidance, support, and monitoring of all complaints.As a key member of the WTW team, you...
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Redhill, Surrey, United Kingdom WTW Full time**Job Summary**This role is to establish the framework and responsibilities of Quality Assurance requirements across LifeSight and implement a Complaints team who complete responses to complaints and provide guidance, support, and monitoring of all complaints. Where a client within LifeSight experiences a surge in complaint cases, the Complaints team will...
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Redhill, Surrey, United Kingdom WTW Full timeQuality Assurance Manager - Pensions ComplaintsThis role is responsible for establishing the framework and responsibilities of Quality Assurance requirements across LifeSight, as well as implementing a Complaints team that handles responses to complaints and provides guidance, support, and monitoring of all complaints.As a key member of the WTW team, you...
