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DC Pensions Complaints Quality Assurance Specialist

2 months ago

Redhill, Surrey, United Kingdom WTW Full time
About the Role

We 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, market-competitive pension provision to employers. Lifesight is a defined contribution multi-employer pension trust with a membership of 400k and an AUM of c.£20bn.

Key Responsibilities
  • Oversee the complaint process from end to end, ensuring complaints are handled efficiently and expediently.
  • Ensure an efficient, professional complaints management service is provided to meet all client/members' needs.
  • Liaise with internal departments to analyse root causes of complaints and implement change and improvements to WTW Outsourcing controls and processes.
  • Investigate complaints thoroughly, gather 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.
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 prioritise 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.
About WTW

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued, and empowered to bring their whole selves to work every day.

We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.