Customer Services Technical Specialist

3 weeks ago

Bournemouth, United Kingdom LINK GROUP Full time

**Overview**

Reporting to the Head of Customer Service, this role provides technical expertise to support new business on-boarding and the ongoing day to day customer service delivery. Advises on technical queries and contentious cases and complaints, ensuring a customercentric and commercial solution. Designs process and controls for complex and manual processes.

Operational lead on customer services initiatives including continuous improvement, regulatory change and business change to ensure an efficient, positive and easy-to-use experience is implemented with appropriate control.

**Key Accountabilities and Main Responsibilities**
- Provides technical guidance and training to customer service resources as required, demonstrating sound business acumen.
- Provides technical expertise and on-site support during new business acquisition visits.
- Works closely on product development to shape the design and implementation of customer services change to ensure a customer centric solution and easy user experience through testing, business readiness assessment and writing robust procedure.
- Contributes to a culture of continuous improvement, focused on enhancing the end to end customer experience and managing operations expenses
- Devise, implement and maintain desk top solutions to processing, operational and service delivery challenges, ensuring appropriate controls are in place to deliver solutions within risk appetite.
- Investigates and reviews customer service complaints, issues and contentious cases to ensure fair customer outcomes in accordance with regulatory requirements and trustee policy.
- Interprets and implements regulatory change into operational policy and procedures, working with proposition and development colleagues as appropriate.
- Supports and routinely engages with the broader Operations controls oversight function for feed into continuous improvement needs.
- Operates within a framework that demonstrates robust control to deliver safe and appropriate customer outcomes, in line with the Smart Hallmark.
- Engagement on business strategy and how it could impact team and customer outcomes.
- Facilitates change through personal commitment and ownership of initiatives.
- Maintains an appropriate level of functional and technical expertise

**Experience & Personal Attributes**
- At least 5 years’ experience in DC pensions (CF1 and FA2 qualification required).
- Knowledge of DC pensions regulatory obligation. Adheres to T&C Competency Scheme as required.
- Customer centric mind set.
- Experience is using Google Suite, with emphasis on autocrat
- Strong analysis skills, with proven experience in data manipulation
- Ability to use and translate data for internal and external audience communication
- Experience with MS Office suite, and be comfortable with Word, Excel and PPT products.
- Experience of process and procedural development, design and implementation
- Professional and accountability, projects credibility.
- Team player.
- Strong interpersonal, people and influencing skill.
- Agility and willingness to ‘roll sleeves up’ to achieve goals.
- Creative problem solver with strong planning and decision-making skill.
- Accepts and tackles demanding goals with enthusiasm.

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