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DC Pensions Complaints Quality Assurance Manager
2 months ago
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.
Key Responsibilities
- Ensure complaints are handled efficiently and expeditiously, delivering good customer outcomes while being managed within the firm's agreed policies and procedures and external legal and regulatory environment, liaising with the Administration Manager.
- Promote and embrace a culture of continuous improvement, being open and proactive to improvements, and carrying out improvements. Actively participate in the development and ongoing maintenance of the team's processes, policies, procedures, and standards.
- 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, where necessary, take ownership for individual complaint cases which are escalated to the Complaints Hub Team for processing.
- Work with Client Managers and Administration Managers where required to negotiate claim settlements with clients and individual complainants.
- Work alongside our offshore team who are responsible for Quality Assurance and Complaints and as and when the team grows, maintaining positive communication, motivating, and coaching all team members to ensure they achieve set objectives.
Benefits
A competitive salary and benefits package, including a company pension scheme, life insurance, medical insurance, and flexible benefits, including critical illness cover, dental cover, retail vouchers, and many other options.
