Willis Towers Watson (WTW) is a leader in the marketplace. They offer excellent opportunities for experienced pension professionals. Our global Outsourcing line of business provides outsourced administration services to occupational pension funds, working with some of the world’s leading organisations. LifeSight, WTW’s DC master trust, represents one of our biggest business growth opportunities in the UK. Our growing business has already quickly gained a foothold in this exciting market supported by a targeted approach to the market to make us stand out against our competitors.
We are hiring a Senior Complaints Administrator to be based in our Redhill or Leeds office. Reporting to the LifeSight Complaints Manager, you will play a key role in managing and processing complaints and expressions of dissatisfaction raised by LifeSight members. This includes identifying complaint trends and recurring issues, and providing clear insights and reporting to support continuous improvement.
Working closely with your team, you will help ensure a high‑quality, well‑regarded service is delivered to LifeSight’s impressive portfolio of clients, including several prestigious and market‑leading global organisations.
As a leader in the marketplace, WTW offers an excellent opportunity for experienced pension professionals. This is an exciting and pivotal role within LifeSight as we continue to grow. If you are ambitious, self‑driven, personable, and bring a positive, can‑do attitude, you will thrive in our fast‑paced and collaborative working environment.
The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. 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.
The Role
1. Ensure complaints are handled efficiently and professionally with high quality responses and appropriate updates to customers to deliver a good customer experience.
2. Ensure complaints are investigated thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.
3. Demonstrate strong problem-solving skills and a proactive approach to resolution and prevent escalations including speaking to customers by telephone.
4. Identify potential sources of errors and/or process failures and suggest improvements.
Reporting
5. Responsible for the accuracy of case management information recorded in the admin system and ensure this is structured in line with agreed protocols for onward reporting.
6. Responsible for the completion of monthly complaints write ups and ensure these are completed within given timeframes.
Process Improvement
7. Promote and embrace a culture of continuous improvement.
8. Liaise with internal departments to analyse root causes of complaints and report this into the LifeSight Complaints Manager.
Team
9. Escalate areas of concern to the Complaints Manager, as appropriate.
10. Support colleagues, as appropriate, across team.
11. Work with your team and the business to create a positive working environment.
12. Partnering, collaborating, and contributing to team cohesion and wellbeing, which is paramount.
13. Invest in own wellbeing and development, with support from Complaints Manager.
14. Participate and contribute to daily stand ups / huddles, team meetings and retrospectives.
15. LifeSight have a one team mentality - team harmony whilst delivering constantly with quality, is key to values.