Senior DC Pensions Administrator - Complaints Team

We are hiring for a Complaints Senior Administrator who would be based in our Redhill office. Reporting into the LifeSight Complaints Manager, you will be actively responsible for processing complaints and dissatisfaction cases raised with LifeSight. This includes identifying complaints trends and issues and reporting them to the LifeSight Complaints Manager. Alongside your team you will ensure a high quality and well-regarded service is provided to our impressive portfolio of clients that include several prestigious and market leading global companies.

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. Our objective is to become the pre-eminent player in outsourced pensions for large companies and to be a market leader and innovator in the field. We expect LifeSight to become one of the largest UK pension plans in terms of assets under management. 

As a leader in the marketplace, WTW offers an excellent opportunity for experienced pension professionals. This is an exciting opportunity and pivotal to LifeSight as we grow. If you are ambitious, self-driven, a people person and have a can-do attitude you will fit well within our busy working environment.  At WTW, 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. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

The Role

• Ensure complaints are handled efficiently and professionally with high quality responses and appropriate updates to customers to deliver a good customer experience.
• Ensure complaints are investigated thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.
• Monitor complaint responses drafted by the team, to ensure that; a robust and consistent approach is taken, the information given is accurate and is of a high standard, investigations are undertaken (as appropriate), issues raised by customers are fully addressed, and confidently challenge team members who fail to meet this standard.
• Demonstrate strong problem-solving skills and a proactive approach to resolution and prevent escalations including speaking to customers by telephone.
• Identify potential sources of errors and/or process failures and suggest improvements.

Reporting

• 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.
• Represent LifeSight at OGB internal complaints meetings/forums when needed.

Process Improvement

• Promote and embrace a culture of continuous improvement.
• Liaise with internal departments to analyse root causes of complaints and report this into the LifeSight Complaints Manager.

  Team

• Escalate areas of concern to the Complaints Manager, as appropriate.
• Support colleagues, as appropriate, across team.
• Work with your team and the business to create a positive working environment.
• Partnering, collaborating, and contributing to team cohesion and wellbeing, which is paramount.
• Invest in own wellbeing and development, with support from Complaints Manager.
• Participate and contribute to daily stand ups / huddles, team meetings and retrospectives.
• Deputise in the absence of the Complaints Manager.
• LifeSight have a one team mentality - team harmony whilst delivering constantly with quality, is key to values.

The Requirements

• Experience of dealing with DC occupational pension schemes or a Master Trust.
• Previous experience dealing with pensions complaints.
• Strong pension technical knowledge.
• Clear and effective communication skills – verbal and written.
• 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 prioritise key tasks and focus on delivering them.
• Emphasis on attention to detail and accuracy.
• Flexible approach and positive attitude and communication style.
• Understanding of the FCA, TPR and Ombudsman policies and guidelines – desirable.

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.

Equal Opportunity Employer