Pensions Quality Assurance Analyst Complaints Manager home or office based - 30-60k

Salary Description:
30-60k depending on experience and level
Location Description:
home working or hybrid role considered
Job Role:
Pensions Administrator, Pensions Consultant, Pensions Technician, Communications Consultant
Employment Type:
Contract Type:
Application Deadline:
11th November 2021
Profile Search and Selection Ltd
Job Ref:

Juliette Lister and Lisa Tremlett are currently assisting a Pensions Company who are presently recruiting for a Quality Assurance Analyst and Complaints Manager within Pensions Administration Complaints. Both roles can be home or office based or a split hybrid role if desired. Proven experience in complaints management, within a pensions administration environment required.

QA Analyst
The Quality Assurance (QA) Analyst supports the QA Manager in delivering the development, implementation and ongoing maintenance of the QA framework and programmes of internal audits.
The QA Analyst will also be responsible for the assessment of root cause analysis on ongoing complaints and E&Os, providing trend analysis and working with the business to build effective solutions.
Support the achievement of the company Mission & Goals relating to pensions administration
*Assist with the build of a competency framework, then continuously review, maintain and monitor it, completing risk assessments as appropriate


Adaptability & Flexibility - Adapts to changing business needs, conditions, and work responsibilities.
*Analysis / Reasoning - Examines data to understand issues, draw conclusions and solve problems.
*Creative & Innovative Thinking - Develops fresh ideas that provide solutions to all types of delivery challenges.
*Customer Focus - understands the impact on customers and ensures TCF principles
*Influencing Others - Committed to furthering the organization's objectives and engaging others in doing the same.
*Job Knowledge / Technical Knowledge - Demonstrates knowledge of techniques, skills, equipment, procedures and materials. Applies knowledge to identify issues and internal problems; works to develop additional technical knowledge and skills

Complaints Manager

* Working with stakeholders at all levels to ensure the number of complaints is minimized and that resolution is prompt and that corrective actions to stop a recurrence are robust.
* Ensuring the efficiency of the end to end complaints process.

* Undertaking routine reviews of complaints and E&O's, carrying out root cause analysis and providing feedback, learnings and process change as required.

* Expanding the existing complaints and trends analysis reporting.

* Proven experience in complaints management, ideally within a trust-based pensions administration environment.

* Track record in complaints management and resolution, delivering fixes and root cause analysis at process, site and strategic level.

* Ideally QPA or PMI qualified or willing to study towards relevant qualifications.

* Ability to break down and explain complex information and present it in simple terms.

* The ability to evaluate, add quality and advise on complaints procedures.

* Ability to prioritise workloads with conflicting importance, keeping to deadlines, agreed service levels and disclosure requirements.

* Good understanding of various codes of professional ethics and standards as promulgated by the PMI.

* Strong understanding of trust based occupational pensions schemes, including - DB, DC, CARE and Hybrid schemes will be highly advantageous.

This is a Profile Search and Selection vacancy who are operating as an Employment Agency. In order to apply for this position candidates MUST have PENSIONS COMPLAINTS EXPERIENCE. Please note as we receive a high volume of applications we are only able to respond to those candidates who are shortlisted.

If you are also aware of any friends or colleagues currently working within the industry who are looking for a change within their career, please pass on our contact details and we will endeavour to assist with their search.

Profile Search and Selection are a specialist Pensions and Financial Services recruitment agency with opportunities nationwide - Please feel free to contact us direct should you wish to discuss any further vacancies


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