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 Role 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 th...