Description:
Willis Towers Watson (WTW) is a leader in the pension and financial services industry, offering excellent opportunities for experienced pension professionals. This role is part of the Lifesight Team, which operates WTW’s master trust—LifeSight, a defined contribution multi-employer pension trust providing high-quality, low-risk, and market-competitive pension solutions. LifeSight currently serves 400,000 members with assets under management of approximately £20 billion.
As a Team Leader – Lifesight Customer Care, you will oversee the customer journey, support colleagues within onshore and offshore delivery teams, and ensure compliance with FCA and Trustee regulations concerning vulnerable members. Your key responsibilities will include:
- Managing member casework efficiently, ensuring exceptional customer outcomes within the firm’s policies and regulatory guidelines.
- Leading the team to deliver positive results aligned with the WTW brand and values.
- Collaborating with internal departments to oversee case resolution.
- Investigating escalated cases thoroughly and making informed decisions.
- Providing regular reports on casework trends and suggesting areas for improvement.
- Promoting a culture of continuous improvement and maintaining team processes and policies.
- Acting as an escalation point for complex cases, demonstrating strong problem-solving skills.
- Ensuring team members are adequately trained to handle complaints and ongoing casework.
- Maintaining an open dialogue with LifeSight colleagues and the broader WTW team.
- Using a variety of presentation tools to effectively communicate with different audiences.
Desired Skills and Experience:
- Experience in dealing with occupational pension schemes (DC, DB, and hybrid).
- Strong data analysis skills to resolve issues.
- Clear and effective communication skills, both verbal and written.
- Strong influencing, negotiation, and relationship-building abilities.
- Excellent organizational skills, with a focus on prioritization and accuracy.
- A flexible approach with a positive attitude.
- Passion for providing outstanding customer service.
- Knowledge of Jira and Confluence is advantageous but not required.
- Proficiency in MS Office applications, particularly Excel and PowerPoint.