Quality Assurance Administrator/Customer Service

  • Location
    Brighton, East Sussex
  • Salary
    £ 26000 - £ 27000 / Year
  • Category
    Office and Secretarial - Administrative Assistant
  • Job type
    Permanent
  • Industry
    Office and Secretarial
  • External Reference
    JN-102020-148763

Quality Assurance Administrator/Customer Service


Brighton


£26,000 - £27,000



My client is looking for an experienced service management advisor to join their lively and diverse offices in the centre of Brighton.


For this role we are looking for an someone who has worked within financial services and has excellent customer service and administration skills.


We're looking for a service management adviser to work within the service and performance team who are responsible for ensuring our third-party supplier deliver a high-quality service, which enables all employers to comply with their automatic enrolment duties.



Benefits:



  • Civil Service Pension arrangements, which are recognised as some of the best in the pensions world

  • discretionary bonus arrangements

  • access to performance related pay progression

  • 25 days annual leave provision

  • flexible working arrangements

  • development opportunities

  • enhanced parental leave arrangements

  • a free employee assistance programme

  • an excellent office location in Brighton


Responsibilities



  • Work with the service and performance manager to ensure our third-party supplier operations are delivered in line with the contract and provide a good customer experience

  • Act as a point of contact for enquiries and issues in connection with the services (customer support, compliance and enforcement, complaints, declaration of compliance)

  • Raise and manage incidents through to closure

  • Be responsible for the completion of the quality and risk checks and provide a monthly report on themes and trends

  • Listen to customer calls and review correspondence to identify trends and opportunities for improvements to processes and customer experience

  • Drive implementation of improvements within our third party

  • Carry out investigations using customer relationship management (CRM) system and prepare briefings notes when issues arise

  • Review our third-party supplier performance in accordance with the OSLs and KPIs

  • Support projects including the smooth exit/transition of services from the current supplier


Essential



  • Ability to build effective working relationships with key stakeholders

  • Confidence to challenge

  • Experience of working in a customer focused environment

  • Experience of assimilating information from multiple sources to and presenting in a clear concise way

  • Excellent communication skills written and oral

  • Drive change and deliver improvements


Person Specification



  • Excellent customer service

  • Ability to prioritise and use initiative

  • Problem solving and analytical skills

  • Attention to detail and accuracy

  • Personable and a team player


Salary and benefits



  • Civil Service Pension arrangements, which are recognised as some of the best in the pensions world

  • discretionary bonus arrangements

  • access to performance related pay progression

  • 25 days annual leave provision

  • flexible working arrangements

  • development opportunities

  • enhanced parental leave arrangements

  • a free employee assistance programme

  • an excellent office location in Brighton.



If you are interested in this position, please call Emily at Adecco or apply today!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


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Please apply with your CV to: Emily Rudkin