Overview
Are you passionate about delivering outstanding customer service and making a difference in people's lives? Join our team as the first point of contact for members with queries regarding their pension scheme benefits. In this role, you will provide support and guidance on portal management, benefit information, and administrative processes. You will also play a crucial role in initiating case creation for members when needed, ensuring they receive the best possible experience and support. How you'll make an impact Field queries via incoming telephone calls and other customer contact channels as the need arises. Manage pend management by issuing reminders, updating members, advancing non-responses, and auditing use of pends. Handle incoming chasers, ensuring contact is acknowledged and cases are sophisticated where appropriate. Support complaints by acknowledging them, keeping members updated, and ensuring cases progress within system constraints. Process initial death cases received by phone, suspend pensions, and update the status for non-pensioners. Perform outbound contact work when necessary to keep members and authorized parties up to date and follow up on CSAT reviews. Provide customized member experiences based on scheme enrollment, ensuring a best-in-class customer experience and query resolution. Communicate comfortably with third-party contacts such as independent financial advisors and receiving schemes. Follow strict ID&V processes to keep member information secure and disclosed only to authorized individuals. Adhere to FCA, GDPR, and relevant regulatory guidance/rules in every contact to minimize business risk. Maintain a high level of understanding of pension admin processes to manage expectations and explain processes clearly. Be aware of team availability and adjust your own availability as needed. Produce clear, concise notes of all call contacts and ensure accurate record keeping. Follow all call processes in line with business expectations. Be aware of your own proficiency levels and work with your Team Leader to improve as necessary. Peer review of Customer Service Advisor work and completion of associated cases. Monitor and report on real-time call flow, ensuring successful SLA achievements. Provide historical call reporting to the Team Manager to illustrate trends and results. Participate in knowledge-sharing tasks, such as training new Member Experience Advisors, rolling out call processes, and crafting training materials. Assist in call monitoring and quality assurance when required. About You Previous customer service experience within a contact center or retail/financial environment (2+ years preferred). Experience in financial services (desired) and regulatory guidelines (essential). Pension administration experience (desired, training available). Excellent time management skills and attention to detail. Professional communication skills for handling queries via telephone and other channels. Strong objection handling and literacy skills. Ability to work independently and as part of a team. Proficiency in Microsoft Office and quick learning abilities for pension administration systems. Align with all Corporate Policies & Procedures (CPPs). Be aware of current regulatory and legal obligations of the function. Report any suspected breaches to your Team Leader immediately upon discovery. Eligible to work in the UK #LI-TM2 Compensation and benefits On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days Defined contribution pension scheme, which Gallagher will also contribute to Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x Income protection, we’ll cover up to 50% of your annual income, with options to top up Health cash plan or Private medical insurance Other benefits include: Three fully paid volunteering days per year Employee Stock Purchase plan, offering company shares at a discount Share incentive plan, HMRC approved, tax effective, stock purchase plan Critical illness cover Discounted gym membership, with over 3,000 gyms nationally Season ticket loan Access to a discounted voucher portal to save money on your weekly shop or next big purchase Emergency back-up family care And many more…