Member Experience Administrator
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Our Third Party Administration (TPA) department is a dynamic administration team with a varied portfolio of clients. They play a key part in providing our clients and members with a market-leading service on Defined Benefits (DB), Defined Contribution (DC) and CARE pension arrangements.
We currently have an exciting opportunity to join this department as a Member Experience Administrator, within our Client Services team in our Birmingham Office.
What will your role look like?
You will be the first port of call for our pension scheme members, delivering a high-quality customer service and making them feel valued as you process their query. You will work closely with colleagues within the client service delivery team, to administer various requests to enable a fast turnaround of queries.
Though this is a varied role, your key tasks will include:
- Answering incoming phone calls from our pension scheme members and providing them with a gold-standard, person-centred experience.
- Accurately taking notes of member queries, maintaining, and updating member records.
- Logging member requests and queries for colleagues to process and assisting the team with non-technical queries.
- Maintaining a high standard of service to our members in terms of quality of experience and speed of response.
- Managing the client inbox and incoming post for incoming correspondence and processing them in the same way as phone calls.
- Escalate queries and ask for immediate support from colleagues where necessary.
- Ensure office procedures are followed, including keeping full notes of all telephone conversations and to be aware of compliance requirements.
- Carry out other tasks and ad-hoc projects as required by our clients.
To enjoy and succeed in this role, you will have:
- Minimum GCSE / Scottish standard (or equivalent) Maths and English at Grade B, or equivalent.
- Experience in client care or customer services, including the ability to communicate directly with customers effectively and confidently over the telephone.
- Meet the required standard on communication, numerical and analytical skills.
- Ability to juggle multiple tasks and plan and organise workload effectively within a team and in a fast-paced environment.
- Experience of using Microsoft Word, Excel, Outlook and Teams.
A more detailed list of requirements for this position is available within the role profile – which is available on request.
In addition to a competitive salary and access to our profit share scheme, we offer:
- A flexible selection of employee benefits, so you can choose a package that best matches your lifestyle and needs.
- A collaborative and encouraging work environment where your thinking and ideas are encouraged.
- On site mental health and wellbeing assistance.
- A commitment to helping you develop both personally and professionally, with mentoring opportunities and access to our award-winning learning portal, Aspire.
- Regular social activities, in addition to three days paid volunteering leave each year and a day’s leave to celebrate your birthday.
- Hybrid working so you can enjoy the positive wellbeing of working from home as well as the benefits of meeting colleagues in our sociable, modern office environments.
We are continually working to improve our inclusive culture and employ diverse talent. We therefore welcome applications from all persons, which includes but isn’t limited to age, disability, ethnic heritage, gender, marital or civil partnership status, neurodiversity, religion, sexual orientation, and socio-economic background.
About Us
Together, we’ve been building better futures for over 100 years. For our people, our clients and their people, our communities and the environment.
We thrive on tackling complex problems. And we believe those problems are best solved by diverse teams – diverse in skills, approaches and backgrounds. Our independence lets our people be themselves and think freely, while working in a collaborative, supportive environment. We love innovative, independent thinking and want everyone to share their ideas.
Working alongside employers, trustees and financial services institutions, we offer pensions, investments, benefits and risk consulting services, as well as data and technology solutions. With over 1000 employees and counting, we’re one of the leading consultancies in our field and are proud to be recognised by numerous industry awards.
We’re committed to developing our people and encourage everyone to carve out their own career path. We’ve many colleagues who started out in one team in the business and have ended up somewhere completely different, having had the chance to develop new skills and explore new passions.
We are continually working to improve our inclusive culture and employ diverse talent. We therefore welcome applications from people from all backgrounds, which includes but isn’t limited to: age, disability, ethnic heritage, gender, marital or civil partnership status, neurodiversity, religion, sexual orientation, and socio-economic background.
Our hybrid working model offers the best of both worlds – home working as well as a fun, collaborative office environment - meaning flexible working patterns to accommodate individual needs. Find out more about our careers here.
If you need any assistance in relation to a personal requirement, medical condition or neurological difference during our selection process then please let us know.
Together, we can make this the best job you’ll ever have.
We Offer
Our culture
Job satisfaction
Reward and wellbeing
Flexible working
Latest technology
Career development
Documents
Alternatively, please sign in with...
Published
Not PublishedClosing
in X days