Pensions Complaints and QA Lead

As a Pensions Complaints and QA Lead at WTW, you will be making a difference within our leading and fast-growing pension administration business. You and your team will provide a high quality and valued service to a large financial global company. You will enjoy being able to benefit from your experience to date and develop your career further within this important and key role within WTW.

By managing a team of Senior Pension Administrators and Pension Administrators, you will be responsible for providing a professional, high-quality service to our client and their members, managed through a rolling schedule of objectives and developing your team. If you are ambitious, self-driven and have a can-do attitude you will fit well within our busy working environment. As an industry leader, we offer fantastic opportunities for career progression.

This role's primary responsibility of managing, investigates and ensures accurate and timely responses are provided to pensions technical queries, customer complaints and escalated complaints via the Trustee.  In addition, to provide guidance and support to others and to monitor all pensions technical queries and complaints that are not immediately resolved. The job role will also entail creating recommendations to improve the quality of and understanding of the Admin Teams to avoid complaints in the future.  

What we can offer you? As a reward for your efforts, 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.  

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a "hybrid"(#LI-Hybrid) style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and "hybrid" is not a one-size-fits-all solution.  

We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more

The Role

• Manages and ensures client work is delivered in line with contractual service level agreements whilst adhering to WTW quality standards.  
• Ensure a professional technical and complaints management service is provided to meet all client/members' needs and to promote the WTW brand and values. 
• Ensure all technical queries, complaints and escalated cases are handled efficiently and expediently. 
• Deliver good customer outcomes whilst cases are managed within the firm's agreed policies, procedures and the external legal and regulatory environment. 
• Allocates and monitors work throughout the day taking ownership and accountability of the team's performance ensuring this is in line with service levels expected both in regard to output and work quality. The Team Leader acts as the point of escalation for complex work, complaints, and colleague concerns.
• Liaise with other Team Leaders and Administration Managers as required.
• Promote and embrace a culture of continuous improvement.
• Be open and proactive to improvements and carrying out those 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 controls and processes.
• Take the lead and where necessary; take ownership for individual complaint cases.
• Work with Client Managers, Operational Managers, Quality Standards Team and Legal where required to recommend claim settlements with clients and individual complainants.
• Manage client relationship and deliver detailed updates of current position, continuous improvement initiatives and timely responses to escalations.

The Requirements

• Experience of Team Management in a pensions technical environment
• Should have experience of dealing with occupational pension schemes including DC and DB arrangements
• Detailed understanding of requirements of the client/role, specifically around scheme rules and Policies and complaints handling
• Experience of managing complaints and dealing with difficult customers
• Clear and effective communication skills – verbal and written – to internal colleagues and customers
• Experience of collaborative stakeholder management, specifically at customer facing and senior management levels
• 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
• Awareness of external regulatory environments in relation to complaints handling 

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.

We're committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email

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