Member Service Executive - Claims
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.
Our Customer Services team are the heart of People’s Pension, making sure our customers receive excellent service and technical support. Working in the Claims Team, you will provide tailored responses to meet the needs of our customers, throughout the life of their relationship with us. You’ll support the team and work with colleagues to ensure we meet our compliance and service standards and making sure we achieve our service level agreements. 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.
Using your active listening skills and attention to detail in written communications, to understand and support customers so that their needs are understood - and service standards are maintained.
Supporting your colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality and compliance standards.
Maintain a detailed knowledge and understanding of legislative and regulatory requirements, including Automatic Enrolment, TPR, FCA, DWP, HMRC, DPA and any other relevant rules to ensure we adhere to all regulatory requirements, complaint and compliance rules, to minimise risk to People’s Partnership and our Customers
Handling customer complaints/resolutions and escalating these to the Complaints Team when a solution cannot be found. You'll ensure all issues are resolved and any learning opportunities are shared across the team.
Creating and reviewing process manuals to ensure they have a high level of accuracy
Good working knowledge of Microsoft Excel & Word.
Experience in Administration/Customer service.
Proven ability to explain detailed and/or complicated information in simple, everyday language.
Ability to work under pressure and meet quality and performance targets.
Proven willingness to learn and understand the technical detail of workplace pensions and other financial products.
Pensions experience
Complaint management experience
Vulnerable Customer experience
Generous pension contributions with an employer contribution of up to 14%
Income protection, critical illness cover & death in service insurance
Parental and adoption leave
Learning & development opportunities and study support
Travel season ticket loans
Volunteering days and charity payroll giving
Onsite gym
Ride-to-Work scheme
Social clubs and events
Disability Statement
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”.