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Pension Complaints Quality Assurance Specialist

2 months ago

Redhill, Surrey, United Kingdom WTW Full time
{"title": "Complaints Resolution Manager", "subtitle": "Join our team and make a difference in the world of pensions", "content": "

At WTW, we are committed to delivering exceptional customer service and ensuring that our clients receive the highest level of support. As a Complaints Resolution Manager, you will play a critical role in achieving this goal.

As a key member of our team, you will be responsible for overseeing the complaint process from end to end, ensuring that complaints are handled efficiently and effectively. You will work closely with our Administration Manager to ensure that all complaints are resolved in a timely and professional manner.

Key responsibilities include:

  • Investigating complaints thoroughly and gathering all necessary information and evidence to reach fair and informed decisions.
  • Providing regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction.
  • Liaising with internal departments to analyse root causes of complaints and implement change and improvements to WTW Outsourcing controls and processes.
  • Acting as a point of escalation for complex or high-priority complaints, demonstrating strong problem-solving skills and a proactive approach to resolution.

We are looking for a highly motivated and experienced individual who is passionate about delivering exceptional customer service. If you have a strong understanding of complaints handling and a proven track record of success, we would love to hear from you.

At WTW, we believe in fostering a culture of inclusivity and diversity. We are an equal opportunity employer committed to creating a workplace that is welcoming and empowering for all employees.

", "requirements": "
  • 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.
  • Clear and effective communication skills - verbal and written.
  • Strong influencing, negotiation and relationship building skills.
  • Excellent organisational skills, able to priorities key tasks and focus on delivering them.
  • Emphasis on attention to detail and accuracy.
  • Flexible approach and positive attitude and communication style.
  • Demonstrable understanding of the FCA/TPR/Ombudsman policies and guidelines.
  • Working knowledge of Jira and Confluence is advantageous but not a pre-requisite.
  • MS Office applications - strong Excel and PowerPoint skills.
", "company_info": "

At WTW, we are a leader in the marketplace, offering excellent opportunities for experienced pension professionals. We are committed to delivering exceptional customer service and ensuring that our clients receive the highest level of support.

We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organization. We believe in creating a workplace that is welcoming and empowering for all employees.

", "contact_info": "

Please note that we do not accept applications via email or phone. All applications must be submitted through our website.

", "apply_info": "

To apply for this role, please visit our website and submit your application.

", "language": "en-US"}