Senior Quality Assurance Analyst (Complaints Manager) - Location flexible

Location: London / England

Job type

Employment type: Full-Time

Pay: Competitive/hour

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Job description

Req#: SENIO01698

BUCK - A 104 - year-old firm that is JUST GETTING STARTED. 

Senior Quality Assurance Analyst (Complaints Manager)

Location: Home based (remote worker) or Regional office – London, Bristol, Birmingham, Manchester, Ipswich, Derby or Edinburgh.

 At Buck, we’re focused on helping our clients create a culture of well-being, centered around the evolution of each person’s health, wealth, and career.  

Leveraging strong client relationships with key decision makers, our teams deliver exceptional results that confidently push the envelope with unexpected solutions to help our clients accomplish their objectives faster and keep them ahead of the curve.

Not surprisingly, we embrace inventive thinkers, who make original contributions to the team. We put people first — our people and our clients’ people, and our inclusive and welcoming culture celebrates diversity and individuality.

Explore your next career move with Buck today!

About Buck:

At Buck, we offer market leading Pensions Administration solutions to a wide portfolio of clients.

We support all defined benefits (DB), benefit contribution (DC), CARE and Hybrid pensions plan designs with compliant and certified forms, letters, notices, and statements.

We have the expertise and experience to help our client’s sort through any administrative, technical, or legislative challenges around your pension arrangements.

Buck's people first approach to pensions is all about engaging with your members directly through teams who are always thinking of the end user experience.

Your responsibilities:

The Senior Quality Assurance Analyst (Complaints Manager) is responsible for supporting the Senior QA Manager in delivering the development, implementation and ongoing maintenance of a QA framework and programmes of internal audits.

The Senior 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. The Senior QA Analyst will take ownership of national initiatives and continuous improvement activities and will deputise for the QA Manager in their absence.

Key Duties:

  • 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;
  • Provide MI in relation to competency assessment and audits;
  • Carry out deep dive reviews when new processes or changes are implemented;
  • Act as a subject matter expert regarding business controls and the QA framework;
  • Undertake routine reviews of complaints and E&O’s, carrying out root cause analysis and providing feedback, learnings and process change as required;
  • Own given national initiatives and continuous improvement activities to support ongoing improvement and learnings;
  • Maintain an up to date knowledge of industry practices.


  • Proven experience in complaints management, ideally within a pension’s administration environment;
  • Track in complaints management and resolution, delivering fixes and Root Cause Analysis at process, site and strategic level;
  • Strong understanding of occupational pensions schemes, including - DB, DC, CARE and Hybrid schemes;
  • Ideally QPA or PMI qualified or willing to study towards relevant qualifications;
  • Ability to break down and explain complex information and present them in simple terms;
  • The ability to evaluate, quality checks, 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.

What we offer:

As an established company with a start-up mentality we know that our employees are key to our success. We offer a comprehensive remuneration package while taking into consideration aspects such a flexible working and factors key to a good work life balance.

  • Highly competitive salary;
  • Minimum 25 days Annual leave (excluding Bank holidays) plus Holiday trading - (10 days – buy option) or (5 days – sell option);
  • Private Medical cover including partner / spouse and children;
  • Health-checks / Screening
  • VDU programme
  • Excellent Defined Contribution pension provisions;
  • Comprehensive Life Assurance coverage;
  • Vision Plan;
  • Company bonus scheme:
  • Interest free season ticket loan;
  • Gym subsidy;
  • Child-care Vouchers
  • Additional flexible benefits Scheme to support you and your family in and out of work encompassing; Health & Wellbeing, Protection and Lifestyle covering; additional Life assurance, Travel insurance, Dental insurance, Medical Cash plan, Critical Illness cover plus many more.

At Buck, we pride ourselves in our Diversity and Inclusion and are an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, age, disability or any other legally protected basis, in accordance with applicable UK law.

We are exclusively focused on helping our clients and their people succeed together. By this, we mean we’re partnering with some of the world's most forward-thinking companies to re-envision and re-design the way that employees work and live. And we’re doing this by finding the right combination of consulting, outsourcing, and technology solutions to help our clients realise the best organisational performance for their businesses while driving positive health, wealth, and career outcomes for their people.

By submitting your interest in this job, you agree to receive text notifications with additional steps to complete your job application. You will receive up to 6 messages from the number "63879". Message & data rates may apply. Please refer to our privacy policy for more information.

About company

With changing dynamics in healthcare, retirement, and talent, people think about work in very different ways. Today, your employees expect you to invest in their growth and their financial security in flexible and more personalized ways. At Buck, we’re working to redefine the social contract, or two-way relationship, between you and your employees, to not only accommodate shifting expectations, but to stay ahead of them. We partner with forward-thinking organizations to re-envision the role of the employer and re-design how employees work and live.
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