Pension Complaints Quality Assurance Specialist
2 days ago
LifeSight, a defined contribution multi-employer pension trust, is seeking a skilled Complaints Quality Assurance Manager to join our team. As a key member of our complaints team, you will play a crucial role in ensuring that complaints are handled efficiently and effectively, delivering good customer outcomes while adhering to our policies and procedures.
The RoleYou will be responsible for overseeing the complaint process from end to end, ensuring that complaints are handled in a timely and professional manner. This will involve working closely with internal departments to analyze root causes of complaints and implement changes to improve our controls and processes.
Key responsibilities will include:
- Investigating complaints thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.
- Providing regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction.
- Acting as a point of escalation for complex or high-priority complaints, demonstrating strong problem-solving skills and a proactive approach to resolution.
- Supporting other complaint experts to continuously improve our complaints handling processes.
We are looking for a highly skilled and experienced individual who has a detailed understanding of requirements specifically around complaints handling, including occupational pension schemes and external regulatory environments. Strong influencing, negotiation, and relationship-building skills are essential, as well as a flexible approach and positive attitude.
As a Complaints Quality Assurance Manager, you will have the opportunity to work with a talented team and contribute to the success of LifeSight. If you are a motivated and results-driven individual who is passionate about delivering excellent customer outcomes, we encourage you to apply for this exciting opportunity.
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