Complaints Quality Assurance Manager

This role is to set up the framework and responsibilities of the Quality Assurance requirements across LifeSight and implement a Complaint team who complete responses to complaints and provides guidance, support and monitoring of all complaints. Where a client within LifeSight moves into recovery and suffers a peak in complaint cases, the Complaints team will provide support and handle case processing until the recovery is complete. To increase the size of the team in line with the growth of the scheme,

• Ensure complaints 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 Administration Manager


• 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 Outsourcing 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.


• Working alongside our offshore team who are responsible for Quality Assurance and Complaints and as and when the team grows, maintaining positive communication, motivating and coaching all team members to ensure they achieve set objectives.
  
  Experience of dealing with occupational pension schemes including DC, DB and hybrid arrangements would be advantageous


• Detailed understanding of requirements specifically around complaints handling


• Awareness of external regulatory environment in relation to complaints handling and monitoring


• Clear and effective communication skills - verbal and written


• 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 priorities key tasks and focus on delivering them


• Emphasis on attention to detail and accuracy


• Flexible approach and positive attitude and communication style
  
  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 organization. We embrace all types of diversity.
  
  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.