Customer Account Manager

Customer Account Manager Pathlines Milton Keynes, England, United Kingdom Be among the first 25 applicants Direct message the job poster from Pathlines Head of HR & Business Support @ Pathlines Location On Site JobBand 3 Job Grade Job Type ReportsTo Service Manager AboutUs AtPathlineswespecialisein independent pension administration services.Weprovide tailored, flexible solutions to help individuals manage their savings and retirement plans with confidence and control. Main Purpose & Scope of the Role: The Customer Account Manager is responsible for overseeing the administration and service delivery for their assigned customer base. This includes ensuring work is completed to a high standard, within agreed service levels, and in line with regulatory requirements. The role also involves direct management of customer support associates and accountability for the accuracy and compliance of scheme administration. Each Customer Account Manager will have a specific portfolio of customers that it will be their responsibility to ensure are administered to a high standard and service delivery by completing all instructions timely. Responsibilities of the Role Lead, motivate and perform management functions for employees who report to the position, including holding regular team meetings and performance reviews. Maintain oversight and responsibility for all regular team activities daily, weekly and monthly including Property daily runs and other operational tasks. Responsible for ensuring all work is delivered within agreed services levels and deadlines. Production of weekly and monthly MI. Responsible for daily Investment runs. Responsible for quality assurance and checking of work for immediate reports and supporting other teams. Support and work on new projects across the business as required. Identify and address potential risks that may occur in order to limit business liability and where risks are identified ensure these are documented and reported to the Service Manager. Work in conjunction with the ServiceManager to implement cost containment initiatives. Work the necessary hours to ensure work is completed with agreed Service Levels. Achieve and maintain competence as required by the Company’s Training and Competence Scheme. Maintain and develop good business relationships within internal and external customers. Take responsibility for own development, initiate own Personal Development Plan and achievement of Performance Appraisal objectives. PERSON SPECIFICATION Experience & Qualifications Proven experience in customer account management or pension administration. Experience managing a team and delivering against service level agreements. Strong understanding of pension scheme operations and regulatory requirements. Professional qualifications (e.g., PMI, CII) or currently working towards one. Experience producing management information and reporting. Knowledge & Skills Strong team management skills. Excellent communication and interpersonal abilities. High attention to detail and accuracy. Ability to manage workloads, prioritise tasks and meet deadlines. Strong organisational and problem solving skills. Proficient in Microsoft Office. Ability to work collaboratively across departments and with external stakeholders. Displays a growth mindset, adapting to new challenges and striving for improvement in all areas of work. Our Values All employees are expected to uphold the company’s core values in their daily work. This includes: Caring- We are present, listen with intent and show genuine kindness and support so that we all feel understood, valued and truly cared for. Collaboration- We share knowledge, ideas and workload, communicate openly and support each other’s strengths so we achieve more together as a team. Ownership- We take pride in our work, follow tasks through from start to finish, communicate clearly, manage expectations and stay accountable while keeping the bigger picture in mind. Honesty- We are truthful and transparent, own our mistakes, communicate clearly and take responsibility so we build trust by keeping our promises and always acting with integrity. Flexibility- We adapt to change, manage time and priorities effectively and work collaboratively to find solutions while staying open minded, accommodating and ready to adjust when needed. Our Commitment to Consumer Duty AtPathlinesPensions UK Limited, we fully embrace the FCA’s Principles, Conduct Rules and Consumer Duty Principles as part of our commitment to delivering positive and good outcomes for our customers. All employees are expected to uphold these standards which form part of all our job roles. All employees play a role in upholding these standards and must abide by: Acting with integrity Act with due skill, care and diligence Take reasonable care to organise and control our affairs responsibly Be open, co-operative with all our regulators Pay due regard to the interests of our customers, treat them fairly, avoiding foreseeable harm and pay due regard to the information needs of our customers including provide them with clear, fair and not misleading information. Observe the proper standards of market conduct Declaring all conflicts of interest in line with our policy and where appropriate observing the controls that are put in place to manage these. Supporting customers in achieving their financial goals to deliver good outcomes for all. We foster a culture of transparency, fairness and excellent customer service, helping customers make informed decisions and safeguarding their interests throughout their journey with us. Private Medical Insurance Birthday Day Off 23 days annual leave, increasing by 1 day for each full year of service, up to a maximum of 27 days. Life Insurance Sick Pay Seniority level Mid-Senior level Employment type Full-time Job function Sales and Business Development #J-18808-Ljbffr