Senior Complaints Administrator

Description

We are hiring a Senior Complaints Administrator, based in Redhill or Leeds, to support the Life Sight Complaints Manager in handling member complaints and expressions of dissatisfaction.

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. Life Sight, 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 Life Sight Complaints Manager, you will play a key role in managing and processing complaints and expressions of dissatisfaction raised by Life Sight 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 Life Sight’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 Life Sight 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

• 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.
• 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.
• Responsible for the completion of monthly complaints write ups and ensure these are completed within given time frames.

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 Life Sight 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.
• Life Sight have a one team mentality – team harmony whilst delivering constantly with quality, is key to values.

What you’ll bring

• Experience of dealing with DC occupational pension schemes or a Master Trust.
• Experience dealing with pensions complaints.
• Pension technical knowledge.
• Clear and effective communication skills – verbal and written.
• Experience of collaborative stakeholder management, specifically at customer facing.
• Strong influencing, negotiation and relationship building skills.
• Excellent organisational skills, able to…