Customer Account Manager

2 weeks ago

Milton Keynes MK GA, United Kingdom Options Group Services Full time £35,000 - £60,000 per year

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

  • Lead, motivate and perform management functions for employees who report to the position, including holding regular team meetings and performance reviews.
  • Overall responsibility for all areas of the day to day running of the team.
  • Responsible for ensuring all work is delivered within agreed services levels.
  • 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 Service Manager 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 with internal and external customers.
  • Take responsibility for own development, initiate own Personal Development Plan and achievement of Performance Appraisal objectives.

Essential:

  • 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.

Desirable:

  • Experience in financial services, ideally pensions or investments.
  • Professional qualifications (e.g., PMI, CII) or working towards.

  • Experience producing management information

  • 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.

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