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Form of work
SalaryTo 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.
Key Responsibilities:
- 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.
- 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.
- Take ownership of the management of relationships with customers, Business Partners, IFA’s 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.
- Responsible for the recording and analysis of team productivity and quality statistics. Use management information to measure workflow and staff performance. Identify training needs and arrange/provide coaching and technical support to team members.
Previous Expereinces:
- Experience working in an operational pensions environment or financial services environment
- People Management
- Good working knowledge of Microsoft Office
- Knowledge of pension legislation (particularly auto enrolment)
- Excellence in Customer Services
- Ability to work with and across other business units.
- Empathy and sympathy with customer needs.
- Excellent communication, interpersonal and presentation skills
- Ability to meet deadlines within tight timelines
