Posting Description

We’re hiring for a Customer Services Executive to support our growing Pensions team...

To keep up with our growth in the UK and Ireland, we’re looking for a dedicated Customer Services Executive to deliver the highest standards of Customer Service for pension administration to NFP clients following and updating administrative procedures and processes. To assist with training new and existing employees and work with Consultants and Team Leaders to coordinate implementations.

We’re Looking For Someone With

• Experience in a Customer Services role
• Knowledge and experience of Pensions Administration is desirable
• Experience with Excel, MS Teams and Outlook is necessary
• CII qualifications desirable

Using These Skills, You’ll Be

• Managing the day-to-day administration of clients' group pension schemes.
• Completing comprehensive data validation exercises to ensure accuracy.
• Conducting auto-enrolment assessments, including Declarations of Compliance and Re-Declarations of Compliance.
• Demonstrating commercial awareness by ensuring Service Level Agreements and Additional Value Forms are used appropriately, while finding opportunities for additional services.
• Advancing client dissatisfaction to the Team Leader and Head of Customer Service where appropriate.
• Supporting the implementation and onboarding of new clients, as well as new business for existing clients, ensuring all work is completed efficiently and within agreed SLAs.
• Acting as the primary point of contact for allocated clients, building strong working relationships and ensuring comprehensive handovers during periods of annual leave.
• Working confidently across all systems, services, and processes within the Pension Team.
• Arranging and leading client conference calls and meetings where required.
• Booking client and employee appointments with Consultants and the Wealth Management team.
• Ensuring client microsites remain accurate and up to date, notifying Team Leaders and Consultants of any required changes.
• Producing and reconciling payroll deduction schedules within agreed Service Level Agreement (SLA) timeframes.
• Acting as a key liaison between pension providers, employers, employees, advisers, and The Pensions Regulator.
• Responding to employer and employee queries via telephone and written communication.
• Maintaining accurate client records and ensuring compliance with audit requirements.
• Processing leavers and lost clients in line with Standard Operating Procedures.
• Monitoring outstanding work, ensuring clients understand any outstanding requirements and the potential consequences of delays.
• Supporting the team's daily workload, including managing shared inbox enquiries.
• Keeping client files and records accurate, complete, and up to date.
• Ensuring all client activity and history, at both employer and employee level, is fully documented.
• Finding opportunities to contribute for clients and support business growth.
• Keeping up to date with industry developments, including legislative changes, market trends, competitors, and client requirements.
• Supporting the training and development of colleagues by providing guidance, demonstrations, coaching, and knowledge sharing when required.
• Arranging client calls to ensure processes are fully understood and implemented correctly.