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, identifying errors and process failures and then working 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.Quality AssuranceUnderstand 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 mattersSupport 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 meetingsComplaint HandlingEnsure complaints are handled efficiently and professionally, with ..... full job details .....