Senior Pensions Complaints Administrator

Join us as a Senior Pensions Complaints Administrator within our Outsourcing line of business based out of our offices in Redhill working hybrid. In this role, you will work closely with the Quality Assurance Manager, undertaking regular quality assurance assessments on the work undertaken by the team and playing a lead role in effective complaint handling. This will include completion of monthly quality audit and complaints reports, identify errors and process failures and then work with the Quality Assurance Manager to support and drive change and proactively improve the quality of the service provided to members. The role is an exciting opportunity to build on your previous experience and knowledge. You will have the opportunity to further your career by learning new skills and engaging in continuous development via formal training, on the job learning and professional qualifications. The Role Quality Assurance Understand and suggest improvements to the Quality Assurance framework and approach, identifying themes, coaching areas, training needs and identifying best practices. Provide effective guidance and support to administration staff on quality and customer service matters Support the Quality Assurance Manager to ensure there is appropriate governance of all Quality Improvement activities. Be a point of contact and a representative at internal quality forums and root cause analysis meetings Complaint Handling Ensure complaints are handled efficiently and professionally, with high-quality responses and appropriate updates to members, to deliver a good customer experience Ensure complaints are investigated thoroughly, gathering all necessary information and evidence to reach fair and informed decisions Recommend to Quality Assurance Manager levels of distress and inconvenience to be paid to customers. Process these once approved and keep a…