Complaints Quality Assurance Manager
2 weeks 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. Where a client within LifeSight experiences a surge in complaint cases, the Complaints team will provide support and handle case processing until the issue is resolved.
**Key Responsibilities**
- Ensure complaints are handled efficiently and effectively, 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.
- Collaborate with our offshore team who are responsible for Quality Assurance and Complaints and, as the team grows, maintain positive communication, motivate, and coach all team members to ensure they achieve set objectives.
**What We Offer**
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.
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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 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...
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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...
