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Group Pensions Administrators

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Posted By: Change Recruitment
Address:
Contact: 0141 226 1220
Date Posted: 17th Oct 2008
Salary: Up to £16,500 doe
Location: Edinburgh (City Centre)
Reference Code:
Views Since Posting: 183
Full Description:

Responsibilities

Responsible for providing customers (internal and external, individual or corporate) with a personal, positive and professional level of customer service.

Our Customer Service Team handle requests and enquiries using a range of media (e.g. telephone, mail and e-mail).

Key Outputs:
•Provide responses to both written and telephone customer enquiries, meeting targets set in respect of speed, accuracy and quality, clarity and empathy.
•Handle requests, update computer records, produce appropriate responses, take ownership for difficult cases, referring to more senior colleagues for guidance where necessary.
•Quality assure the work of peers and colleagues.
•Provide on-the-job training and coaching for less experienced colleagues.
•Participate in projects and continuous improvement activities.
•Recommend changes to procedures and participate in their implementation.
•Provide information, both verbal and written to other departments, branches, advisers or policyholders in order to give them a fuller understanding of our contracts.

Highly desirable requirements:
•Experience in financial services, personal pensions, group pensions or SIPP.
•Proven telephone-based customer service skills.
•PC applications knowledge, i.e. word, is desirable.
•Good organisational skills are desirable.

Essential requirements :
•2 SQA Higher Grades (or equivalent) which must include English and/or a numerical subject and/or
•A proven track record of delivering excellent service in a customer facing or office environment.
•Ability to work on own initiative and as part of a team, is essential
•Willingness to learn is essential.
•Good communication skills, written and verbal, are essential.