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
1. Manages and ensures client work is delivered in line with contractual service level agreements whilst adhering to WTW quality standards.
2. Ensure a professional technical and complaints management service is provided to meet all client/members' needs and to promote the WTW brand and values.
3. Ensure all technical queries, complaints and escalated cases are handled efficiently and expediently.
4. Deliver good customer outcomes whilst cases are managed within the firm’s agreed policies, procedures and the external legal and regulatory environment.
5. 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.
6. Liaise with other Team Leaders and Administration Managers as required.
7. Promote and embrace a culture of continuous improvement.
8. Be open and proactive to improvements and carrying out those improvements.
9. Actively participate in the development and ongoing maintenance of the team’s processes, policies, procedures and standards.
10. Use Root Cause Analysis findings to drive change and improve WTW controls and processes.
11. Take the lead and where necessary; take ownership for individual complaint cases.
12. Work with Client Managers, Operational Managers, Quality Standards Team and Legal where required to recommend claim settlements with clients and individual complainants.
13. Manage client relationship and deliver detailed updates of current position, continuous improvement initiatives and timely responses to escalations.