Purpose of the Role

Our Corporate Pensions Contact Team will be the main channel through which customers and distribution channels deal with us directly via telephony. This involves handling telephony queries both inbound and outbound as well as email and delivering on first contact resolution where appropriate. The team will be accountable for delivering great service and enable our customers to thrive by looking after them brilliantly in every interaction!

Key Accountabilities

• Be accountable for delivering brilliant service in every telephone and email interaction with our customers
• Work with our processing teams to ensure delivery and strong accountability on query resolution
• Work as one team with other parts of the organisation so that we can deliver a flawless service to our customers
• Contribute proactively to the retention of existing business
• Communicate clearly and be solutions and customer focused when dealing
• Participate in individual and team activities to improve both individual and team performance
• Collaborate with Service Partners in a way that ensures ownership of the end to end Group Pensions production value chain

Essential Skills & Experience

• Excellent written and verbal communication skills
• Strong customer focus with an understanding of customer needs
• Great teammate with the ability to monitor own work for accuracy and quality
• Effective interpersonal skills and relationship management skills
• Ability to multi-task and assess priorities
• Consistent track record in achieving results, setting and meeting priorities and decision making
• Able to work well with, and to contribute effectively in a team environment
• Flexible approach and adaptable to change

Desirable Qualifications, Skills & Experience

• Third level or Pensions related Qualification

Key Competencies

• Customer Focused - Self
• One Group, one team - Self
• Accountable - Self
• Agile - Self
• Manage Risk - Self