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Member Experience Administrator
3 months ago
Role Description
Do you enjoy working in Customer Service and seeking an opportunity to start your career in Pensions Administration? As a Member Experience Administrator, you would work with a varied portfolio of TPA clients and would play a key part in providing members of our clients with a market-leading service.
You will be given excellent development opportunities and work in a supportive and collaborative culture with great colleagues whilst progressing in your career in pensions.
This role is in Third Party Administration for Client Service Delivery in Edinburgh / London.As a Member Experience Administrator, you would work as part of our London Client Service Delivery Team.
You would be the first port of call for our pensions scheme members providing them with a first-rate experience, making them feel valued as one of our members while you process their query.
You would work closely with your experienced colleagues to learn how to administer various member requests to enable a fast turnaround of queries.
Key responsibilities include:
- Answering incoming phone calls from our pension scheme members and providing them with a goldstandard, personcentred experience.
- Accurately taking notes of member queries, maintaining, and updating member records.
- Logging member requests and queries for colleagues to process and assisting the team with nontechnical queries.
- Maintaining a high standard of service to our members in terms of quality of experience and speed of response.
- Managing the client inbox and incoming post for incoming correspondence and processing them in the same way as phone calls.
And you will be happy to:
- Escalate queries and ask for immediate support from colleagues where necessary.
- Ensure office procedures are followed, including keeping full notes of all telephone conversations and to be aware of compliance requirements.
- Carry out other tasks and adhoc projects as required by our clients.
- Look for opportunities to work with others and develop your skills.
- Adhere to the firm's Information Security standards, professionalism requirements, policies,
Qualifications, Skills and Experience:
- Minimum GCSE / Scottish standard (or equivalent) Maths and English at Grade B, or equivalent.
- Experience in client care or customer services, including the ability to communicate directly with customers effectively and confidently over the telephone.
- Meet the required standard on communication, numerical and analytical skills.
- Ability to juggle multiple tasks and plan and organise workload effectively within a team and in a fastpaced environment.
- Experience of using Microsoft Word, Excel, Outlook and Teams.
We work alongside employers, trustees and financial services institutions, offering independent pensions, investments, benefits and risk consulting services, as well as data and technology solutions.
We help our clients, their employees, members and customers make decisions that have real and direct consequences on their financial futures.
For 100 years we've taken this responsibility seriously. Together, as a team and with our clients and partners, we're here to build better futures.