Senior Projects Pensions Administrator

Description

We are hiring for a Senior Pensions Complaints Administrator who would be based in our Redhill Office. In this role, you will work closely with the Administration Manager, undertaking regular quality assurance assessments on the work undertaken by the team and playing a lead role in effective complaint handling. This will include completion of monthly quality audit and complaints reports, identifying errors and process failures, and working with the Administration Manager to support and drive change, proactively improving the quality of the service provided to members.

The role offers an exciting opportunity to build on your previous experience and knowledge. You will have the chance to further your career by learning new skills and engaging in continuous development through formal training, on-the-job learning, and professional qualifications.

At WTW, we trust you to know your work and the tools and environment you need to succeed. Most of our colleagues work in a hybrid style, combining remote and in-office interactions based on team, role, and client needs. Our flexibility is rooted in trust, and "hybrid" is not a one-size-fits-all solution.

The Role Quality Assurance

• Understand and suggest improvements to the Quality Assurance framework and approach, identifying themes, coaching needs, training requirements, and best practices.
• Provide guidance and support to administration staff on quality and customer service matters.
• Support the Administration Manager to ensure proper governance of all Quality Improvement activities.
• Represent the team at internal quality forums and root cause analysis meetings.

Complaint Handling

• Ensure complaints are handled efficiently and professionally, with high-quality responses and timely updates to members, ensuring a positive customer experience.
• Investigate complaints thoroughly, gathering necessary information and evidence to reach fair and informed decisions.
• Recommend levels of distress and inconvenience payments to the Administration Manager for approval, process these payments, and keep records of amounts and reasons.
• Review feedback from IDRP complaints, conduct audits or process reviews, and present recommendations to the Administration Manager.

Reporting

• Complete monthly quality audit and complaints reports, including root cause analysis and theme identification.