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Pension Administrator
4 months ago
Job title: Member Services Executive
People's Partnership have an exciting opportunity to join our growing team as a Administrator in our Members Services department.
This role is a hybrid opportunity with the successful candidate working both at home and in the office once fully trained.
Main Purpose:
To deliver excellent customer service and technical support, tailored to the needs of the customer, throughout the life of their relationship with People’s Partnership. Build and maintain customer's trust and confidence to maximise customer, advisor and third-party satisfaction and retention. Effectively contribute to the achievement of the department’s overall objectives and apply the Treating Customers Fairly (TCF) culture and principles within own job role.
Key Responsibilities
* Manage all customer activities across a range of products and processes, to ensure exceptional levels of service are delivered continually in line with agreed service standards.
* Identify, escalate and analyse customer problems/complaints, understand the differences between a negative experience and a complaint along with how to deal with both accordingly, and any work carried out ensures that the customer does not suffer as a result.
* Support and promote People’s Partnership and the People’s Pension proposition by proactively developing good working relationships with Customers, Strategic Business Partners, Advisors and Third Parties.
* Support opportunities to retain business, by understanding fully what a customer is asking for and provide a tailored response. Ensure the customer fully understands the consequences behind their request, and offer alternative options for them to consider, where appropriate, to help them make the right decision.
* Provide coaching and technical support to colleagues, using and sharing product, process and system knowledge, to improve knowledge and skills in area so that the customer receives accurate information first time and in a compliant manner.
What sort of person are we looking for?
Our team focus on delivering excellent customers service and support in every interaction – which could be on the phone, email, or webchat.
You’re a person that gives the best of themselves, even at the end of the day. You’re enthusiastic, accurate and organised, and passionate about helping people.
What are the working hours?
We are open 08.30am – 6.00pm Monday to Friday, and you’ll be working 7 hour shifts within that timeframe. While you’re in training and learning the role, we’d like you in office so that we can provide the right support and training. After you’ve been formally signed off and are performing in line with expectations then we’ll be happy to support hybrid working, with a mixture of in-office and home working. On occasion, we may offer overtime but only if you choose to do it.
What you can expect if you work with us
* Rewards scheme with discounts on supermarkets, cinema tickets, and many more retail outlets.
* Competitive salaries
* Bonus opportunities
* 25 days holiday + Bank Holidays + Birthdays off
* Training and development – and lots of it. We’ll invest in your talent and provide opportunities for you to grow as we grow
* Access to a free onsite gym and a personal trainer
* No working weekends or evenings. There are opportunities for hybrid working for a balance that works for you
* Subsidised canteen – huge variety of hot and cold food - and a pool table
People are at the centre of what we do
We treat people with respect, support each other and embrace diversity by creating a culture that works for everyone.
We are committed to supporting your health and wellbeing, a flexible work-life balance and amazing career development opportunities.
Go on, give us try, apply, and see where a career with us can take you.
Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of right to work check, 5 year referencing including GAP verification, DBS & Credit check
