Overview
Customer Services Executive role at People’s Partnership. We are a not-for-profit organisation committed to making the future-saving experience simple for our members, championing fairness and simplicity with a flexible, hybrid working approach.
What You’ll Be Doing
Our Customer Services team delivers excellent service and technical support. You’ll oversee a high-performing customer service and technical support team, ensure delivery of tailored service throughout the customer lifecycle, foster trust and satisfaction among customers, advisors, and third parties, monitor staff competence, support professional development, and drive team progression. You’ll champion Treating Customers Fairly (TCF) in all activities.
* Responsible for the team’s performance against objectives and KPIs, ensuring exceptional service levels.
* Direct resources to maximise productivity and achieve service targets; recruit new team members and participate in interviews.
* Lead and manage staff in line with company policies, including training, development, 1:1s, performance appraisals, and disciplinary/grievance issues.
* Manage relationships with customers, Business Partners, IFAs and Strategic Partners, including third-party providers, and resolve enquiries/issues by appropriate means (phone, webinars, face-to-face, seminars).
* Record and analyse team productivity and quality statistics; use management information to measure workflow and performance; identify training needs and provide coaching.
* Encourage self-development and provide feedback; proactively develop individuals to maximise their potential.
* Contribute to updating operating procedures for administration activities and ensure staff are trained prior to implementation.
What We’re Looking For
Qualifications – Achieved or working towards:
* Certificate in Financial Administration (CF1)
* Certificate in Financial Administration (FA2) – must be obtained in line with Overseer T&C requirements
* Experience in an operational pensions or financial services environment
* People Management = strong leadership and communication skills
* Good working knowledge of Microsoft Office
* Knowledge of pension legislation (particularly auto-enrolment)
* Excellence in Customer Services
Desirable Qualifications
* PMI Certificate in Auto Enrolment
Other Relevant Financial Services Qualifications
* Experience of employer/employee pension communications
What You Can Expect From Us
* Generous pension contributions with employer contribution up to 14%
* Real living wage
* Income protection, critical illness cover & death in service insurance
* Employee healthcare
* Parental and adoption leave
* Learning & development opportunities and study support
* Travel season ticket loans
* Subsidised restaurant in Crawley office
* Volunteering days and charity payroll giving
* Onsite gym
* Ride-to-Work scheme
* Social clubs and events
Perks
* Disability Statement: People’s Partnership is an equal opportunities employer. We are committed to fair treatment for all applicants and employees. If you need reasonable adjustments in the recruitment process, please let us know.
Employment Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Other
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