Senior Pensions Complaints Administrator
HybridRedhill, England, United Kingdom
Job Summary
Conduct regular quality assurance assessments on team work, completing monthly quality audit and complaints reports to identify errors, process failures, and emerging themes. Lead effective complaint handling by investigating cases thoroughly, gathering evidence for fair decisions, and recommending distress and inconvenience levels for customer payments. Provide guidance to administration staff on quality and customer service matters while representing the team at internal quality forums and root cause analysis meetings. Drive continuous improvement by identifying best practices, coaching areas, and training needs to enhance service delivery.
Required Qualifications
- Experience in complaint handling
- Knowledge of Quality Assurance frameworks
- Ability to conduct root cause analysis
- Experience in governance of Quality Improvement activities
- Experience in reporting and audit
- Experience in coaching and training
- Experience in customer service matters
- Experience in identifying process failures
- Experience in driving change
- Experience in improving service quality
- Experience in gathering information and evidence
- Experience in making fair and informed decisions
- Experience in recommending levels of distress and inconvenience
- Experience in processing payments
- Experience in keeping records
- Experience in presenting recommendations
- Experience in working with Quality Assurance Managers
- Experience in representing at internal quality forums
- Experience in working with administration staff
- Experience in delivering a good customer experience
- Experience in conducting process reviews
- Experience in identifying themes
- Experience in identifying best practices
- Experience in suggesting improvements
- Experience in providing guidance and support
- Experience in handling complaints efficiently and professionally
- Experience in providing high quality responses
- Experience in updating members
- Experience in completing monthly quality audit and complaints reports
- Experience in identifying errors
- Experience in identifying training needs
- Experience in identifying coaching areas
- Experience in working with the Quality Assurance Manager
- Experience in supporting and driving change
- Experience in proactively improving the quality of the service provided to members
- Experience in engaging in continuous development
- Experience in learning new skills
- Experience in formal training
- Experience in on the job learning
- Experience in professional qualifications
- Experience in building on previous experience and knowledge
- Experience in working in a hybrid environment
- Experience in working in Redhill
- Experience in working in the Outsourcing line of business
- Experience in working as a Senior Pensions Complaints Administrator
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.