Complaints Associate

Working within the Complaints HUB Team, you will assist the Complaints Manager in managing and coordinating the business’ responses to complaints management, meeting a monthly rolling schedule of objectives including managing compensation claims in the context of WTW Excellence and the Code of Business Conduct and providing input via the Root Cause Analysis Forum. You will also be expected to maintain and develop your knowledge of the operation of pension schemes and the legal and statutory framework in which they function.

Key functions of the role are to:

• Maintain the highest standards of WTW Excellence in assisting the administration teams and Complaints Manager to manage complaints to a conclusion following documented processes and reporting requirements.
• Support Client/Administration Managers and the Complaints Manager in effectively managing the client and member expectations in the complaints management process.
• Work closely and collaboratively with WTW’s Office of the General Council (OGC) in defending compensation claims and assisting in the management of complaints to a satisfactory conclusion so that the complainant is dealt with equitably and fairly, Code of Business Conduct ethics are consistently achieved and WTW’s reputation is not negatively impacted.
• Have a working knowledge of the structure and underlying principles behind: the IDRP process; the Pensions Ombudsman Service; the Financial Ombudsman Service; and dispute resolution as it applies to Occupational Pension Schemes in general and how that framework differs from FCA Regulated complaints management.

The Role

Key accountabilities and key skills include:

• Work with the Complaints Manager to proactively encourage consistency by sharing knowledge, ideas and solutions.
• Participate in and contribute to regular team meetings to review the operation and delivery of the complaint management and wider WTW Excellence processes associated with continuous improvement.
• Ensure an efficient, professional service is provided to meet all client/members' needs and to promote the WTW brand.
• Adopt an “independent” stance when investigating and analysing complaints. Apply excellent written communication skills when handling more complex issues, drafting in a clear plain English style.
• Ensure all communications are dealt with within defined quality and service standards.
• Routinely analyse areas where the service to clients/members could be improved and put forward recommendations to the Complaints Manager.
• In conjunction with Operational Teams, ensure that all delivery promises associated with the complaints process and performance standards are achieved.
• In conjunction with the Complaints Manager, ensure procedural documentation associated with complaint management, claim management, dispute resolution and root-cause-analysis are regularly reviewed, reflect best practice, and are kept up to date.
• Must be able to work to a high level of accuracy and be able to promptly and effectively analyse complex issues when reviewing and preparing case summaries.
• Effectively monitor own workload to ensure service levels associated with complaint management are achieved.
• Challenge procedures to identify process improvements and pass on recommendations from 
  root-cause-analysis (RCA) to the Complaints Manager.
• Through the WTW Excellence framework and Quality Management System (QMS), work with the Complaints Manager to improve operational efficiency, minimise error rates, maximise quality and reduce costs; e.g. automation, effective use of standard procedures, etc.

The Requirements:

• Strong collaborative and interpersonal skills to include excellent written and verbal communication skills.
• Knowledgeable with Microsoft Office tools such as Excel, Word, Outlook, etc.
• Preferably educated to degree level with a post-degree qualification, or equivalent in a relevant discipline, or with commensurate experience.
• Significant and proven experience dealing with the management of DC and DB occupational schemes.
• Previous experience within a supervisory/managerial role in a pensions administration environment, ideally in a third-party administrator or as an in-house pensions manager, responsible for delivering administration and servicing trustee bodies.

WTW is an Equal-Opportunity Employer