We’re NFP, an Aon Company, and we provide services and solutions to support businesses and people. We have capabilities that extend around the globe, including here in the UK, Ireland, EMEA, APAC and North America. It’s a time of rapid growth for the European arm of the business, so we are looking for someone to deliver the highest standards of Customer Service for pension administration to a number of clients.
About the role
We are recruiting for Pensions Customer Service Executive to deliver the highest standards of Customer Service for pension administration to a number of clients and stepping in to assist client processing during busy periods, in both cases following administrative procedures and processes. You will act as a main point of contact for your allocated clients; therefore, you must understand the client processes and needs.
Overview of duties
1. Undertaking comprehensive data validation exercises
2. Completing auto-enrolment assessments including Declaration of Compliance & Re-Declaration of Compliance
3. Producing & reconciling payroll deduction schedules within agreed Service Level turnaround timeframes
4. Liaising between pension provider, The Pensions Regulator and employer/employee and client advisers
5. Answering employer/employee queries via telephone or written
6. Maintaining records and complying with regular audits
7. Processing lost clients within the Standard Operating Procedure
8. Oversee outstanding work ensuring clients are aware and understand requirements/consequences
9. Supporting the day-to-day workloads of the team including inbox enquiries
10. Ensuring that client files are kept accurate and up to date
11. Ensuring that all client history (at both employer and employee level) is fully documented
12. Proactively identifying added value opportunities
13. Keeping up to date of developments and remain current within the industry, specifically changes in legislation, competitors and clients
14. Identifying and addressing errors within client processes, highlighting to management accordingly
15. Overseeing remedial work to ensure an accurate outcome in a timely manner for existing clients and audit projects
Person specification
Knowledge, skills and abilities:
Well organized and detail oriented individual
Focused on continuous improvement and developing standards
Excellent interpersonal and business communication skills
One team company mindset with client always at the centre of the process
Willingness to support the wider business with client delivery
Leads by example with a can do attitude
Education and experience:
Previous experience in a Customer Services role
Knowledge and experience of Pensions Administration desirable
Experience with Excel, MS Teams and Outlook essential
CII qualifications desirable, but not essential
Key information:
Hours: 35 hours
Location: Bromsgrove, Hybrid
What you’ll love about us
We may be a global business, but our culture is united and truly collaborative. We strive to adopt a genuinely flexible approach to working, and we have the technology to make it as easy as possible for our people around the world to connect to one another, and to be productive in and out of the office.
We want everyone to bring their best selves to work each day, so we have a relaxed and casual office environment, plus great employee benefits and socials. Joining NFP means you’ll get plenty of opportunities to invest in your career and personal development.
Attractions - NFP
We pride ourselves on our fast-paced, collaborative, vibrant working environment and hybrid model for part-remote working. Our PeopleFirst culture means our people work in a flexible and autonomous way and have the freedom and expertise to deliver outstanding service to clients in the way that they know-how. We build partnerships with organisations that can complement our client offering and we invest in new technology to deliver innovative solutions in our given markets. We focus on making sure that people can bring their best selves to work every day; and that they are placing as much importance on family and community as they do their valuable work. Our diversity and inclusion initiatives and charity work form a large part of this. NFP has an Executive Board member who is dedicated to diversity and inclusion, and has a D&I Board made up of individuals from across our entire business.
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