Description: To oversee team members delivering excellent customer service and technical support, tailored to the needs of the customer, throughout the life of their relationship with People’s Partnership. To ensure team members build and maintain customers’ trust and confidence to maximise customer, advisor and third party satisfaction and retention.
To effectively monitor and manage the competence of all staff and encourage and support staff development and professional progression.
Main Responsibilities:
1. Responsible for the team’s performance against agreed objectives and key performance indicators. To ensure exceptional levels of service are delivered within agreed service levels.
2. Ensure resources are directed in an appropriate way to maximise productivity to achieve agreed service levels. Be responsible for recruiting new team members and taking part in the interview process.
3. Lead and manage staff in line with company policies and procedures, including training (regulatory and company) & development, 1 to 1’s, performance appraisals and disciplinary & grievance issues.
4. Take ownership of the management of relationships with customers, Business Partners, and Strategic Partners including third party providers, to ensure all service/technical enquiries/issues are resolved to the customers satisfaction by whatever means appropriate – phone, webinars, face-to-face, pension seminars etc.
5. Oversee the processing of tasks and ensure they are carried out correctly. Specific tasks may have to be reviewed daily in certain circumstances.
Experience Required:
1. Experience working in an operational pension’s environment or financial services environment.
2. People Management
Essential Skills Required:
1. Good working knowledge of Microsoft Office
2. Knowledge of pension legislation (particularly auto enrolment)
3. Excellence in Customer Services
4. Ability to work with and across other business units
5. Empathy and sympathy with customer needs
6. Excellent communication, interpersonal and presentation skills
7. Ability to meet deadlines within tight timelines
People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.
Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of right to work check, 5-year referencing including GAP verification, DBS & Credit check.
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