Complaints Senior Administrator - Pensions

As a leader in the marketplace, Willis Towers Watson offers excellent opportunities for experienced financial services professionals. Our GB Outsourcing business generates revenue by proving outsourced administration services to occupational pension funds and we work with some of the world’s leading organisations. 
This role covers multiple clients with the primary responsibility being to investigate and provide responses to customer complaints and escalated queries.  In addition, to provide guidance and support to others and to monitor all complaints that are not immediately resolved. The job role will also entail creating recommendations to avoid complaints in the future. 
What can we offer you? As a reward for your efforts, a competitive salary and benefits package including company pension scheme, life insurance, medical insurance and flexible benefits including critical illness cover, dental cover, retail vouchers and many other options. 
At WTW, we trust you to know your work and the people, tools and environment you need to be successful. 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

• Proactively manage Work in Progress (WiP) for Complaints and ensure that cases are progressed and diarised where appropriate so that they are completed with Service Level Agreements (SLA).
• Ensure complaints and escalated cases are handled efficiently and expediently, delivering good customer outcomes whilst being managed within the firm’s agreed policies and procedures and external legal and regulatory environment, liaising with the Team Leader / Administration Manager.
• Lead monthly calls with the client giving details of all ongoing complaints and actions taken.
• Promote and embrace a culture of continuous improvement being open and proactive to improvements and carrying out improvements. Actively participate in the development and ongoing maintenance of the team’s processes, policies, procedures and standards. 
• Use Root Cause Analysis findings to drive change and improve WTW TAS controls and processes.
• Ensure an efficient, professional complaints management service is provided to meet all client/members' needs and to promote the WTW brand and values.
• Take lead and, where necessary take ownership, for individual complaint cases which are escalated to the Complaints Hub Team for processing.
• Work with Client Managers and Administration Managers where required to negotiate claim settlements with clients and individual complainants.

The Requirements

• Experience of dealing with occupational pension schemes including DC, DB and hybrid arrangements 
• Detailed understanding of requirements specifically around complaints handling
• Experience of managing complaints and dealing with difficult customers
• Clear and effective communication skills – verbal and written – to internal colleagues and customers
• 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
• Awareness of external regulatory environments in relation to complaints handling 

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