Senior DC Pensions Administrator - Complaints

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 wellregarded service is provided to our impressive portfolio of clients that include several prestigious and market leading global companies.

LifeSight WTWs 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.

At WTW The majority of our colleagues work in a hybrid style with a mix of remote inperson and inoffice interactions dependent on the needs of the team role and clients. Our flexibility is rooted in trust and hybrid is not a onesizefitsall 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 problemsolving skills and a proactive approach to resolution and prevent escalations including speaking to customers by telephone.
• Identifypotentialsourcesoferrorsand/orprocessfailuresandsuggestimprovements.

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

• ExperienceofdealingwithDCoccupationalpensionschemesoraMasterTrust.
• Previous experience dealing with pensions complaints.
• Strongpensiontechnicalknowledge.
• Clearandeffectivecommunicationskillsverbalandwritten.
• Experienceofcollaborativestakeholdermanagementspecificallyatcustomerfacingandsenior management levels.
• Stronginfluencingnegotiationandrelationshipbuildingskills.
• Excellentorganisationalskillsabletoprioritisekeytasksandfocusondeliveringthem.
• Emphasisonattentiontodetailandaccuracy.
• Flexibleapproachandpositiveattitudeandcommunicationstyle.
• Understanding of the FCA TPR and Ombudsman policies and guidelines desirable.

At WTW we believe difference makesus stronger.We want ourworkforceto reflectthe differentand varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome valued and empowered to bringtheir wholeselvestoworkeveryday.Weareanequalopportunityemployer committedtofosteringaninclusive work environment throughout our organisation. We embrace all types of diversity.

Were committed to equal employment opportunity and provide application interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers from the application process through to joining WTW please email

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