DESCRIPTION

We are hiring for a Complaints Lead who would be based in our Redhill office. This role covers a large client with the primary responsibility being to co-ordinate, investigate and ensure responses are provided 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.
At WTW, 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 REQUIREMENTS

• Detailed understanding of requirements of the client/role, 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 priorities 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
• Ideally would have (but not essential) experience of dealing with occupational pension schemes including DC and DB arrangements

• Ensure a professional complaints management service is provided to meet all client/members’ needs and to promote the WTW brand and values.
• Ensure all complaints and escalated cases are handled efficiently and expediently.
• Deliver good customer outcomes whilst cases are managed within the firm’s agreed policies, procedures and the external legal and regulatory environment.
• Liaise with the Team Leaders / Administration Managers as required.
• Promote and embrace a culture of continuous improvement.
• Be open and proactive to improvements and carrying out those 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 controls and processes.
• Take the lead and where necessary; take ownership for individual complaint cases.
• Work with Client Managers and Administration Managers where required to negotiate claim settlements with clients and individual complainants.
• Manage client relationship and deliver detailed updates of current position, continuous improvement initiatives and timely responses to escalations.