Quality Assurance Administrator/Customer Service

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 BrightonResponsibilities

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 supplierEssential

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 improvementsPerson Specification

Excellent customer service
Ability to prioritise and use initiative
Problem solving and analytical skills
Attention to detail and accuracy
Personable and a team playerSalary 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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