WTW
Senior Pensions Complaints Administrator
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Join us as a Senior Pensions Complaints Administrator within our Outsourcing line of business based out of our offices in Redhill working hybrid.
In this role, you will work closely with the Quality Assurance 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 then working with the Quality Assurance Manager to support and drive change and proactively improve the quality of the service provided to members.
The role is an exciting opportunity to build on your previous experience and knowledge. You will have the opportunity to further your career by learning new skills and engaging in continuous development via formal training, on the job learning and professional qualifications.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Quality Assurance
- Understand and suggest improvements to the Quality Assurance framework and approach, identifying themes, coaching areas, training needs and identifying best practices.
- Provide effective guidance and support to administration staff on quality and customer service matters.
- Support the Quality Assurance Manager to ensure there is appropriate governance of all Quality Improvement activities.
- Be a point of contact and a representative at internal quality forums and root cause analysis meetings.
Complaint Handling
- Ensure complaints are handled efficiently and professionally, with high quality responses and appropriate updates to members, to deliver a good customer experience.
- Ensure complaints are investigated thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.
- Recommend to Quality Assurance Manager levels of distress and inconvenience to be paid to customers. Process these once approved and keep a record of the amount paid and reasons why.
- Review customer feedback and ensure appropriate audit and/or process review conducted with resulting recommendations presented to the Quality Assurance Manager.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Reporting
- Responsible for completing monthly quality audit and complaints reports, with root cause analysis and identification of themes.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location