Customer Service Administrator in Liverpool City Centre!
Highly organised and proactive Customer Service Administrator required to join a busy team!
This is a vital role supporting both Customer Service and Pension Customers to ensure the smooth customer journey. As a vital team member, you will play a key role in ensuring our customers receive the support and assistance they need. Experience in Banking, Pensions, or the Financial Services sector.
Key Responsibilities:
* Deliver proactive and excellent service to all stakeholders, actively understanding their requirements and keeping them involved and updated.
* Undertake all administration and case processing for all customer groups via email, phone, and letter as appropriate.
* Meet productivity and quality targets agreed with your Team Manager.
* Maintain quality control and follow all processes as written using provided systems, in line with set targets, SLAs, and KPIs.
* Work in a professional, positive manner in line with the competencies set out for the role.
* Operate within a customer-focused environment to support positive outcomes for pension scheme members.
* Ensure customer requests for benefit payments are processed following the procedure in a timely manner to obtain good customer outcomes.
* Process existing customer change of details requests and additional funds/investment requests.
* Ensure financial adviser invoices are processed timely and requests for information are processed accurately within SLA.
* Identify vulnerable customers and ensure processes are followed to mark them on record and escalate tasks accordingly.
* Identify expressions of dissatisfaction and escalate following the established process promptly to ensure they are dealt with within the regulatory timeframe.
Desired Knowledge and Experience:
* Experience in an operational customer service environment.
* Experience working within the pensions industry and delivering excellent customer-focused service to pension scheme members.
* Attention to detail.
* Competent in Microsoft Office.
* Strong communication skills.
* Ability to work in a fast-paced environment.
* Ability to work under pressure.
* Problem solver.
Monday – Friday 9-5pm
Salary £23,000-£25,000 DOE
Excellent benefits package
If you have the skills required for the role, then please apply with your CV!
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