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 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 record of the amount paid and reasons why
• Review customer feedback and ensure appropriate audit and/or process review conducted with resulting recommendations presented to the Quality Assurance Manager

Reporting

• Responsible for completing monthly quality audit and complaints reports, with root cause analysis and identification of themes

What you'll bring

• Experience working in an occupational pension administration team carrying out administration processes, including Retirements, Transfers and Deaths (DB Pensions experience is preferred however DC Pensions could be considered)
• Experience and knowledge of Pensions Legislation and Regulations and applying these within an administration team in response to changes or new legislation.
• High level attention to detail and skilled in following and applying procedural documentation
• Excellent organisational and time management skills and being able to manage own workload
• Excellent interpersonal skills to include good written and verbal communication and use of Microsoft Excel and Word.
• Experience of coaching and supporting less experienced colleagues.
• Experience of working in a hybrid/multi-site team would be an advantage.
• Flexible approach and positive attitude and communication style

What we offer

Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.

We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

We're committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants.