Customer Support Quality Assessor | The Pensions Regulator Skip to main content

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Customer Support Quality Assessor

Reporting to: Lead Associate - Customer Support (Development)
Team: Frontline Regulation
Contract type: Fixed-term for 10 months
Salary: From £26,218 per annum
Location: Brighton
Closing date: Tuesday 24 March 2020

Job ref: 1757

TPR grade: 11

About us

The Pensions Regulator (TPR) is responsible for protecting workplace pensions in the UK, working with employers and those running pensions to help people save safely for their retirement. We have an excellent office location in the heart of Brighton and have a diverse, lively and professional growing workforce.

We are committed to making TPR a great place to work and doing all we can to support our people to reach their full potential. Join our expanding team for the chance to be a part of the biggest change to pensions in a generation.


We’re looking for a Development Officer to assess the knowledge and skills of our Customer Support team and provide coaching to support them to deliver an excellent customer service. You’ll identify and implement continuous improvements. You will need to:

  • Quality assess work outputs against work processes to identify deviations.
  • Review the handling of customer enquiries against a framework to monitor quality and identify improvements.
  • Provide one-to-one coaching to continually improve individual and team performance.
  • Identify and implement process improvements.
  • Support learning.


  • Follow procedures and work within a quality assurance framework, escalating any issues or key decisions to be made.
  • Deliver monthly quality assurance outputs in line with targets.
  • Deliver coaching as required by the team and organisational priorities.
  • Support the development of individuals and teams.
  • Contribute to team projects.

Essential and desirable criteria


  • Experience of working within a quality assurance framework and understanding of methodologies.
  • Ability to communicate outcomes, coach and influence.
  • Awareness of customer service call handling techniques gained through practical experience of working in a contact centre environment.
  • Ability to identify inefficiencies and outdated processes and make recommendations for continuous improvement
  • Experience of planning, prioritising and delivering own work activities


  • Knowledge of Data Protection Act/Freedom of Information principles
  • Experience of identify training needs and delivering learning solutions
  • Knowledge of performance improvement techniques and methodologies and experience of coaching and embedding gained through qualification or practical experience.

Person specification

  • Communication skills at all levels.
  • Personable and a team player.
  • Excellent customer service.
  • Ability to prioritise and use initiative.
  • Problem solving and analytical skills.

Salary and benefits

As well as a starting salary of £26,218 we offer:

  • 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

How to apply

We provide an exciting, supportive and flexible working environment, and are committed to helping our people meet their full potential.

The Pensions Regulator is an inclusive employer and offers equal opportunities to all regardless of an individual’s age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex and sexual orientation. TPR welcomes applications from the BME and LGBT communities who are currently under represented at TPR.

Candidates who declare that they have a disability and who meet the essential criteria for the job will be offered an interview.

Please send your CV and a covering letter, with details of how your experience and skills meet our essential criteria to

If you have any enquiries with regards to this role or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email