Retirement Services Administrative Officer
8 hours ago
We are seeking a highly skilled and dedicated individual to join our team as a Retirement Services Administrative Officer. As a key member of our team, you will be responsible for providing exceptional customer service to our clients, primarily through telephony, and ensuring that their needs are met in a timely and efficient manner.
Key Responsibilities- Provide customer service to clients via telephone, ensuring that their queries are resolved promptly and professionally.
- Process benefit claims and ensure that the correct outcomes are delivered to clients, in line with expectations.
- Work effectively with colleagues across the Department for Work and Pensions to ensure that we provide a high-quality service to our clients.
- Tailor your approach to accommodate individual circumstances and ensure that clients receive the correct payment amount at the right time.
- Build positive relationships with clients that encourage, motivate, and build trust by demonstrating empathy and compassion.
- Handle sensitive and sometimes challenging situations with clients in a positive and professional manner.
- Be aware of Department for Work and Pensions policy and its impact on cases.
- Make decisions by examining the available facts and adhering to current guidance.
- Provide explanations to clients as required.
- Take ownership of personal development by accessing digital learning and communication tools.
- Competently use the telephone as the primary means of customer contact, with a combination of inbound and outbound calls.
- Be competent in delivering a quality service to a diverse and customer base.
- Undertake self-serve learning to meet the requirements of the role and enhance digital confidence.
- Be able to work flexibly to meet changing priorities and manage a diverse workload.
- Be able to confidently tailor the service to meet the needs of individual clients.
- Act on feedback to enhance the quality of service delivery and take ownership of complaints and their resolution.
- Be able to provide support where appropriate to clients who require assistance.
- Managing a Quality Service
- Communicating and Influencing
- Making Effective Decisions
As a Retirement Services Administrative Officer, you will receive a competitive salary of £25,082, plus a contribution of £7,266 towards your Civil Service Defined Benefit Pension scheme. You will also have access to a range of benefits, including:
- Working patterns to support work/life balance, such as job sharing, term-time working, flexi-time, and compressed hours.
- Generous annual leave, with at least 23 days on entry, increasing up to 30 days over time (prorata for part-time employees), plus 9 days public and privilege leave.
- Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme, and an employee discount scheme.
- Health and wellbeing support, including our Employee Assistance Programme for specialist advice and counselling, and the opportunity to join HASSRA, a first-class programme of competitions, activities, and benefits for its members (subscription payable monthly).
- Family-friendly policies, including enhanced maternity and shared parental leave pay after 1 year's continuous service.
- Funded learning and development to support progress in your role and career, including industry-recognised qualifications and accreditations, coaching, mentoring, and talent development programmes.
- An inclusive and diverse environment, with opportunities to join professional and interpersonal networks, including the Women's Network, National Race Network, National Disability Network (THRIVE), and many more.
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