Senior Experience Associate

4 weeks ago


Bristol, Bristol, United Kingdom Gallagher Full time

About the Role


We are seeking a dedicated and detail-oriented Senior Member Experience Advisor to join our team at Arthur J. Gallagher, the third largest insurance brokerage company in the world.



Key Responsibilities

  • Manage pend processes, including issuing chasers, updating members, escalating non-responses, and auditing use of pends.
  • Support complaint management by acknowledging complaints, keeping members updated, and ensuring cases progress.
  • Process initial death cases, including indexing death cases received by phone, suspending pensions, and providing status updates for non-pensioners.
  • Perform outbound contact work to keep members and authorised parties up to date and follow up on CSAT reviews.
  • Offer bespoke member experiences based on their scheme enrolment.
  • Provide market-leading customer experience, service, and query resolution to all contacts.
  • Handle 3rd party contacts such as independent financial advisors and receiving schemes.
  • Work with your Team Leader to improve competency levels where required.
  • Peer review work of Member Experience Advisors and complete associated cases.
  • Monitor and report on real-time call flow and provide historical call reporting to illustrate trends and results.
  • Assist in call monitoring and quality assurance when required.


About You

To be successful in this role, you will have:



  • Previous customer service work within a contact centre or retail/financial environment (Essential) – ideally 2+ years.
  • Experience working within a financial services provider/company (Desired).
  • Experience working within regulatory guidelines (Essential).
  • Experience in pensions administration (Desired – training available where required).
  • Excellent time management skills.
  • Attention to detail.
  • Strong literacy skills and ability to professionally communicate with scheme members via telephone and other channels.
  • Objection handling skills.
  • Ability to communicate effectively with colleagues.
  • Desire to provide exceptional customer service.
  • Ability to work independently and as part of a team.
  • Champion of change with ideas to create more efficiencies.
  • Computer literate in the use of Office Systems, Microsoft Office for word processing, spreadsheets, etc.
  • Quick learner able to become versed in the use of pension administration systems.


Salary and Benefits

The salary for this role is £35,000 per annum, plus benefits.


On top of a competitive salary, we also offer a wide range of benefits, including:



  • A minimum of 25 days holiday, plus bank holidays, and the option to 'buy' extra days.
  • A defined contribution pension scheme, which we 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.
  • 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.


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