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WTW Complaints Manager (Lifesight) in Leeds, United Kingdom

LifeSight is WTW’s (DC) MasterTrust.

The LifeSight Complaints Manager role is an exciting opportunity and pivotal to LifeSight as we grow.

Reporting into the LifeSight Administration Manager, you will be actively responsible for LifeSight’s service delivery pension administration focusing on complaints handling.

This is a broad and challenging role and essential that the successful candidate is flexible whilst maintaining a positive outlook.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. 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 Role

  • Ensuring 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

  • Ensuring cyclical complaint reports are produced accurately in line with the Complaints framework

  • Using Root Cause Analysis findings to drive change and improve WTW and LifeSight controls and processes.

  • Ensuring an efficient, professional complaints management service is provided to meet all client/members' needs and to promote the WTW brand and values.

  • Taking lead and, where necessary take ownership, for individual complaint cases which are escalated to the Complaints Hub Team for processing.

  • Partnering with Quality Assurance Manager on internal audits

  • Working with Client Managers and Administration Managers where required to negotiate claim settlements with clients and individual complainants.

  • Actively participating in the development and ongoing maintenance of the team’s processes, policies, procedures, and standards.

  • Technical coaching and mentoring colleagues to achieve effective knowledge transfer and application

  • Contributing to a culture of learning and continuous improvement

The Requirements

Knowledge, Experience and Skills

  • Demonstrable problem solving and analytical skills relevant to a technical administration management role is a must

  • Preferred experience of dealing with occupational DC/DB pension schemes and/or DC MasterTrust.

  • Self-motivated with strong leadership and a high level of initiative alongside critical thinking and problem-solving skills

  • Organized with Excellent time management and prioritization skills, with the ability to time and diary manage


  • Working knowledge of Jira and Confluence advantageous but not a pre-requisite

  • MS Office applications - strong Excel and PowerPoint skills

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 organisation. We embrace all types of diversity.