The Company:
Our client provides pension administration on behalf of their clients. They have over 800 staff across 5 offices and are based in the UK and globally. Due to their success and growth, they are looking to recruit in their office which is based in central Bristol.
The Job:
On behalf of our client, we are seeking a Senior Customer Service Co-ordinator. Working within the customer team, you will be responsible for answering and fielding incoming questions from their members regarding pensions. They are seeking someone who is passionate about providing a fantastic customer experience.
Within this role, you will be the first point of contact for members with queries regarding their benefits held within the pension scheme.
Responsibilities will include:
* Fielding queries via incoming telephone calls and other customer contact channels.
* Updating members and escalating non-responses.
* Ensuring contact is acknowledged and where appropriate, cases are escalated.
* Acknowledging complaints, keeping members updated, and ensuring cases are progressing.
* Being able and willing to perform outbound contact work where required to keep members and authorized parties up to date.
* Following and complying with strict processes to ensure that member information is kept safe and disclosed only to those who are authorized to have it.
* Ensuring that all applicable FCA, GDPR, and relevant regulatory guidance/rules are followed in every contact to minimize risk and show a complete understanding of all Buck policies and controls.
* Exhibiting a high-level working understanding of the pension admin process to manage expectations of all contacts and explain processes easily where required.
* Following all call processes in line with business processes.
The Person:
As well as being passionate about customer service, our client is seeking:
* Previous customer service experience (ideally gained in a professional services or insurance environment).
* First-class communication skills.
* Professional demeanor and a team player.
The Salary:
Up to £26,000 depending on experience.
The Benefits:
* 27 days holiday (Holiday trading – buy up to 10 days additional leave and sell up to 5).
* Private Medical Insurance (PMI).
* DC Pension Scheme.
* Life Assurance.
* Income Protection.
* Eye care cover.
* Gym subsidy to the value of £100 annually.
* Interest-free season ticket loan.
* Other benefits available through the flex scheme (salary sacrifice) include: Private Dental insurance, Medical cash plan, Health screens for employee and partner, Additional Life Assurance for employee and partner, Critical illness covers for employee and partner, Cycle to Work Scheme, Charitable giving, Travel insurance – up to family cover.
The Hours:
Monday – Friday 9am – 5pm or 8am – 4pm or 10am - 6pm (35 hours per week).
The Location:
Central Bristol, no car parking, 100% office based.
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