Pension Member Services Team Lead
hace 2 semanas
In this permanent full-time role (ideally a few days on site but this is negotiable and can be discussed depending on circumstances and role) you will find an exciting opportunity to manage the Member Services Team, leading and supporting them to deliver amazing customer service. This is a very large in-house pension department, and because of this they have their own internal SLA's (this is not a role with a consultancy or TPA).
You will be responsible for leading, coaching and supporting the team to deliver excellent service through high quality calls and have the ability to help and support the team to resolve member queries at first point of contact. You will enjoy taking ownership and accountability, and monitor work allocation to ensure service level is achieved. Understanding the SLA's for the Pension helplines and proactively supporting all processes to maintain compliance and minimise escalations and complaints. SLA's will be maintained by completing quality assurance checks on both verbal and written communications from the Pension helplines, and you will be responsible for making sure your team are maintaining the pension administration system and supporting databases with all relevant information from calls and contact with members. You will monitor team productivity, quality and service level agreements and report these to the Pension Administration Manager on a regular basis.
This is a jump in role, so you will need prior experience of managing a team or experience of mentoring / training within a pension's administration environment. Coupled with up to date knowledge of UK Pension's legislation. This is a super chance to join a very large in-house pension department at Team Leader level and progress your career.
For further information, to apply, or for a formal/informal discussion please contact me.
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