Job Description
Key Accounts Executive
About People’s Partnership:
At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.
What you'll be doing:
Our Customer Services team is at the heart of People’s Partnership, and your role is pivotal in ensuring our Key Clients receive outstanding service and technical support. You will deliver tailored, high-quality responses that meet the needs of key employers and customers throughout the entire lifecycle of their relationship with us. Working closely with Relationship Managers and colleagues across Customer Service Delivery, you will support our key employers to ensure customer needs are met while maintaining compliance and service standards. You will build and maintain strong relationships with Key Clients, providing administrative expertise and managing enquiries from Relationship Managers. This will support existing large employer clients, strengthen long-term business relationships, and drive operational efficiency, all delivered with a commitment to first-class customer service.
Key Responsibilities:
* Supporting your colleagues & Relationship Management team on a day-to-day basis to resolve any complex queries or issues, build knowledge and confidence and achieve service, quality and compliance standards.
* Being multi-skilled by managing a broad range of customer queries and requests across a range of products and processes, ensuring you provide professional and helpful service through effective customer communication which maybe: in or outbound calls, emails or letters.
* Book and attend meetings, answer queries and offer support to Key Clients independent of Relationship Manager.
* Ensure the customer journey experience for key clients and intermediaries is at the highest possible standard, by actively maintaining accurate customer records, by assisting Key Clients with any queries and liaising with Relationship Manager.
What we’re looking for:
* Excellent verbal communication skills to include telephony experience
* Self-motivated, disciplined and organised and ability to work effectively unsupervised.
* Ability to work under pressure and meet quality and performance targets.
* Delivering agreed management reporting in an effective, timely and tailored manner
* Proven record of achieving high quality targets whilst ensuring all controls and processes are adhered to.
* Being multi skilled and using this to provide excellent service to our customer whilst having a good understanding of all Customer Journeys across Customer Service Delivery
* Engage in continuous learning and professional development opportunities to enhance your knowledge and skills in the pensions sector and customer service including internal processes within the team.
What you can expect from us:
* Generous pension contributions with an employer contribution of 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
* Grab & Go Deli Café in our Crawley office
* Volunteering days and charity payroll giving
* Onsite gym
* Ride-to-Work scheme
* Social clubs and events
Disability Statement
People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.