Customer Service Executive

1 month ago

Wirral, United Kingdom Adecco UK Full time

Customer Service Executive - Sovereign Pension Services (UK) Limited Job title: Customer Service Executive Level: Staff Service Line: Customer Service Reporting to: Customer Service Team Manager Responsible for: Delivering Service Excellence to Sovereign customer groups Location: Wirral Key Overarching Role Accountabilities 1. Deliver excellent customer service to all IFAs and Members in line with service standards set. 2. Manage all customer cases in proactive way, ensuring that all company protocols and processes and followed in line with good practice. 3. Manage and undertake all processing and administration to manage cases using the systems provided. 4. To own your own quality of processing and to ensure correct service delivery every time. 5. Work in accordance with the mission, vision, and values of SPS and the overall Group. 6. Work within the regulatory framework by ensuring you adhere to processes set, and in accordance with the treating customers fairly and conduct rules as set out by the FCA. Job Purpose This role is responsible for the management and processing of cases for IFAs and Members in line with the SPS company processes and protocols. The role will include delivering a compliant, positive, proactive service. Principle Duties Principle duties and outputs expected for this role will include:

- Delivering a proactive excellent service to all stakeholders, actively understanding their requirements, keeping them involved and updated, particularly where there are problems.
- Managing workload by using to do lists, calendars and notes as appropriate.
- Prioritise own workload and support other colleagues, including new starters as and when required.
- Meet the productivity and quality targets agreed with your Team Manager.
- Ensuring that quality control is maintained and that all processes are followed as written using the systems provided in line with set targets, SLAs and KPIs.
- Escalate issues with cases or processes to Customer Service Team manager as appropriate.
- Working in a professional positive manner in line with the competencies set out for the role.
- Undertake training as and when required to ensure CPD is maintained.
- Participate in and embrace feedback from regular performance reviews which include 121s, performance reviews.
- Regularly work on own development following on from quality control and call monitoring feedback sessions to improve customer service and compliant administration delivery.
- Ensuring that same day and next day processing targets are met.
- Ensuring that all regulatory standards and requirements are met, which includes treating customers fairly and ensuring conduct rules are followed.
- Regularly attending buzz/daily/meetings and huddles to maintain self-motivation and performance.
- Work in line with H&S policies and requirements and adhering to good practice and policy requirements.
- Work in line with the competencies for appropriate level as per the competency framework.
- Review own performance against set SLA/KPIs.
- Participate in engagement and people related initiatives with colleagues.
- Regularly review own ways of working, identify continuous improvement and smart ways of working and share feedback with management.
- Role model all competencies set for role.
- Provide support to managers and directors as and when required.
- Experience in an operational Customer Service environment, ideally within Pensions
- Attention to detail, ensuring high throughput and meeting quality targets.
- Communication Skills
- Excellent Listening Skills
- Results-Driven
- Able to Work as a Team
- Ability to Work in Fast-Paced Environment
- Ability to Work Under Pressure
- Pays Attention to Detail
- Fast Learner
- Engaging Personality
- Problem-Solver
- Analytical, Patient
- Skilled Typist and accurate record keeping
- Multi-tasking
- Prioritising
- Phone Etiquette
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

To speak to a recruitment expert please contact Hannah Thompson

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