Pensions Quality Assurance Manager

6 days ago


Redhill, Surrey, United Kingdom WTW Full time
Quality Assurance and Complaints Manager

This 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 will work closely with the Administration Manager to ensure that complaints are handled efficiently and expediently, delivering good customer outcomes while being managed within the firm's agreed policies and procedures and external legal and regulatory environment.

Key Responsibilities:

  • Develop and maintain a culture of continuous improvement, being open and proactive to improvements and carrying out improvements.
  • Use Root Cause Analysis findings to drive change and improve WTW Outsourcing controls and processes.
  • Ensure an efficient, professional complaints management service is provided to meet all client/members' needs and to promote the WTW brand and values.
  • Take lead and ownership for individual complaint cases which are escalated to the Complaints Hub Team for processing.
  • Work with Client Managers and Administration Managers to negotiate claim settlements with clients and individual complainants.
  • Maintain positive communication, motivating and coaching all team members to ensure they achieve set objectives.

What We Offer:

A competitive salary and benefits package, including company pension scheme, life insurance, medical insurance, and flexible benefits including critical illness cover, dental cover, retail vouchers, and many other options.



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