Member Experience Associate

6 months ago

Bristol, United Kingdom Gallagher Full time

About Us:
Discover a world of endless possibilities at Gallagher Benefit Services, where you'll have the power to shape the future of workplaces across industries. As a member of our team, you become the driving force behind positive change, helping clients build environments where employees thrive. Embrace the opportunity to impact lives, unlock potential, and create a legacy of remarkable transformation.

Overview:
To be the first point of contact for members with queries regarding their benefits held within the pension scheme. Provide members with support and guidance on Portal management, benefit information, admin processes and initiate case creation for members when needed

**Responsibilities**:

- Field queries via incoming telephone calls and other customer contact channels where applicable or required
- Pend management - issuing chasers, updating members, escalating non-responses, auditing use of pends
- Managing incoming chasers - ensuring contact acknowledged and where appropriate cases escalated
- Initial death processing - directly indexing death cases received by phone, suspending pensions and status updates for non-pensioners
- Be able and willing to perform outbound contact work where required to keep members and authorised parties up to date and to follow up on CSAT reviews.
- Offer bespoke member experiences to callers based upon their scheme enrolment
- Exhibit market leading customer experience, service and query resolution to all contacts
- Be comfortable dealing with 3rd party contacts such as independent financial advisors and receiving schemes.
- Follow and comply with strict ID&V processes to ensure that member information is kept safe and disclosed to only those who are authorised to have it.
- Ensure that all applicable FCA, GDPR and relevant regulatory guidance/rules are followed in every contact to ensure the risk level of the business is kept to absolute minimum and show a complete understanding all Buck policies and controls.
- Exhibit a high level, working understanding of the pension admin process so the expectations of all contacts can be managed accordingly, and processes can be easily explained where required.
- Be aware of team availability and flex your own availability where required
- Produce clear and thorough, yet concise, notes of all call contacts and ensure correct record keeping.
- Follow all call processes in line with business expectations
- Be aware of your own competency levels and work with your Team Leader to improve where required.

Qualifications:

- Previous customer service work within a contact centre or retail/financial environment (Essential) - ideally 2+ Years
- Experience in working within a financial services provider/company (Desired)
- Experience in working within regulatory guidelines (Essential)

Experiences of working in pensions admin (Desired - training is available where required)

Additional Information:
On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the **minimum core benefits** you’ll get, depending on your job level these benefits may improve:

- Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ 5 more days
- Defined contribution pension scheme, which Gallagher will also contribute to
- Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x
- Income protection, we’ll cover up to 50% of your annual income, with options to top up
- Health cash plan or Private medical insurance

**Other benefits include**:

- Three fully paid volunteering days per year
- Employee Stock Purchase plan, offering company shares at a discount
- Share incentive plan, HMRC approved, tax effective, stock purchase plan
- Critical illness cover
- Discounted gym membership, with over 3,000 gyms nationally
- Season ticket loan
- Access to a discounted voucher portal to save money on your weekly shop or next big purchase
- Emergency back-up family care
- And many more

**We value inclusion and diversity**

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities.

We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. D

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