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Head of Customer Resolutions, Training and

3 months ago

Croydon, Greater London, United Kingdom Pension Protection Fund (PPF) Full time
We're the Pension Protection Fund. We protect millions of people in the UK who belong to defined benefit pension schemes. When these schemes fail, we're ready to help.

We do this by paying our members, by charging a levy and by investing sustainably.

Our work has a real impact on people's lives, so we strive to do it well, with integrity and their future in mind.


Further to an internal promotion, the PPF is delighted to announce that we are looking for a new
Head of Customer Resolutions, Training and Technical Services.


Forming part of an inspiring senior leadership team, this position will be responsible for providing motivational, member-focused direction for resolving customer complaints, implementing changes to member data and compensation levels (e.g., in response to legal judgments), and training, quality assuring and providing technical advice to the pensions administration teams and contact centre.


We are looking for an individual that has senior level experience of defined benefit (DB) pensions within at least one of the following areas: complaints handling, training and quality assurance and/or DB pensions technical advice.

They will be able demonstrate strong customer service and written communication skills, an analytical ability to interpret information and formulate sound judgements, and a proven track record of working collaboratively with senior stakeholders (e.g., lawyers or non-Executive Board members) both internally and externally.

This position requires an individual that has significant leadership experience as they will be leading a team of c.30. They will need to be able to motivate and develop teams, delegate, and share knowledge and skills effectively.


In return for your skills, experience and commitment we'll give you a challenging role within a business where you'll get the support you need to develop your career.

We'll also give you lots of opportunities for personal development and skills training.


Our Croydon office is just across the road from East Croydon station, which is around 15 minutes from Victoria or London Bridge, 10 minutes from Clapham Junction or half an hour from St Pancras.


  • We're proud to be a _Disability Confident Leader_, the highest accreditation under the Disability Confident Scheme. If you have a disability and meet the essential criteria for this role you will be guaranteed an interview._
  • We embrace diverse talent welcoming people with different beliefs, backgrounds and ways of working. _Whatever your background, and however you identify, you'll be welcome here._
  • We're happy to talk about flexible working_
No agencies please.

INDHIGH


We're a statutory public corporation led by our board and accountable to Parliament through the Secretary of State for the Department for Work and Pensions.

It's our duty to protect people with an eligible defined benefit pension when an employer becomes insolvent.

We're proud of the work we do. Without us, many people would face significant financial hardship.

We're also proud of our people, all of whom are committed to our mission and to serving over 230,000 members.


PLACEHOLDER