Senior Client Support Associate
2 weeks ago
We're seeking a highly motivated Senior Member Experience Advisor to join our team at Gallagher Benefit Services.
About the RoleThis is an exciting opportunity for a customer-focused professional to provide exceptional support to members of our pension scheme, ensuring their queries are resolved efficiently and effectively. As a key member of our team, you'll be responsible for managing pend processes, supporting complaint management, processing initial death cases, and performing outbound contact work to keep members informed.
Key Responsibilities:
- Manage pending issues, 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 authorized parties up-to-date and follow up on CSAT reviews.
- Offer tailored member experiences based on their scheme enrollment.
- Provide market-leading customer experience, service, and query resolution to all contacts.
- Handle third-party contacts, such as independent financial advisors and receiving schemes.
- Collaborate 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.
To succeed in this role, you'll need excellent communication skills, attention to detail, and the ability to work independently and as part of a team. Previous customer service experience within a contact center or retail/financial environment is essential, ideally with 2+ years of experience. A strong literacy level, objection handling skills, and computer literacy are also required.
We offer a competitive salary of £40,000 per annum, which includes a minimum of 25 days' holiday, plus bank holidays, and the option to 'buy' extra days. Our defined contribution pension scheme provides a valuable benefit, and we also offer life insurance, income protection, health cash plan or private medical insurance, and other benefits that make a real difference to your well-being.
About UsGallagher Benefit Services is committed to creating a positive work environment where employees can thrive. We value diversity and inclusion, and we're proud to be accredited as a Living Wage employer. If you're passionate about delivering exceptional customer experiences and want to join a dynamic team that's dedicated to making a difference, we'd love to hear from you.
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