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Customer Service Coordinator Pensions Specialist
2 months ago
About Alexander Mae (Bristol) Ltd
A leading provider of pension administration services, with a strong presence in the UK and globally, is seeking a highly skilled Customer Service Coordinator to join their team in central Bristol.
The Role
As a Customer Service Coordinator, you will be the first point of contact for members with queries regarding their benefits held within the pension scheme. Your primary responsibility will be to provide exceptional customer service, ensuring that all queries are resolved efficiently and effectively.
Key Responsibilities
- Field queries via incoming telephone calls and other customer contact channels
- Update members, escalate non-responses
- Ensure contact acknowledged and where appropriate cases escalated
- Acknowledge complaints, keep members updated and subject to system constraints, ensure cases are progressing
- Perform outbound contact work where required to keep members and authorized parties up to date
- Follow and comply with strict processes to ensure that member information is kept safe and disclosed to only those who are authorized 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 an absolute minimum
- Exhibit a high level, working understanding of the pension administration process so the expectations of all contacts can be managed accordingly, and processes can be easily explained where required
- Follow all call processes in line with business processes
Requirements
- Previous customer service experience (this can be gained in an office, retail, or hospitality)
- First-class communication skills
- Professional and a team player
What We Offer
- Competitive salary of £23,000
- 27 days holiday (holiday trading - buy up to 10 days additional leave and sell up to 5)
- Private Medical Insurance (PMI)
- DC Pension Scheme
- Life Assurance
- Income Protection
- Eye care cover
- Gym subsidy to the value of £100 annually
- Interest-free season ticket loan
- Other benefits available through the flex scheme (salary sacrifice) include: Private Dental insurance, Medical cash plan, Health screens for employee and partner, Additional Life Assurance for employee and partner, Critical illness covers for employee and partner, Cycle to Work Scheme, Charitable giving, Travel insurance - up to family cover
Working Hours
Monday - Friday, 35 hours per week, with flexible start and end times (9am - 5pm, 8am - 4pm, or 10am - 6pm)
Location
Central Bristol, 100% office-based
