We are hiring for a Senior Pensions Complaints Administrator who would be based in our Redhill Office. In this role, you will work closely with the Administration Manager, undertaking regular quality assurance assessments on the work undertaken by the team and playing a lead role in effective complaint handling. This will include completion of monthly quality audit and complaints reports, identifying errors and process failures and then working with the Administration Manager to support and drive change and proactively improve the quality of the service provided to members.
The role is an exciting opportunity to build on your previous experience and knowledge. You will have the opportunity to further your career by learning new skills and engaging in continuous development via formal training, on the job learning and professional qualifications.
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” style, with a mix of remote 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.
The Role
Quality Assurance
1. Understand and suggest improvements to the Quality Assurance framework and approach, identifying themes, coaching areas, training needs and identifying best practices.
2. Provide effective guidance and support to administration staff on quality and customer service matters
3. Support the Administration Manager to ensure there is appropriate governance of all Quality Improvement activities.
4. Be a point of contact and a representative at internal quality forums and root cause analysis meetings
Complaint Handling
5. Ensure complaints are handled efficiently and professionally, with high quality responses and appropriate updates to members, to deliver a good customer experience
6. Ensure complaints are investigate thoroughly, gathering all necessary information and evidence to reach fair and informed decisions
7. Recommend to Administration Manager levels of distress and inconvenience to be paid to customers. Process these once approved and keep a record of the amount paid and reasons why
8. Review feedback from IDRP complaints and ensure appropriate audit and/or process review conducted with resulting recommendations presented to the Administration Manager
Reporting
9. Responsible for completing monthly quality audit and complaints reports, with root cause analysis and identification of themes