People's Partnership
Small Pots - Customer Service Executive
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Customer Service Executive
About People’s Partnership
At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.
What you'll be doing
Our Customer Services team are the heart of People’s Pension, making sure our customers receive excellent service and technical support. You will provide tailored responses to meet the needs of our customers, throughout the life of their relationship with us. You’ll support the team and work with colleagues to ensure we meet our compliance and service standards and making sure we achieve our service level agreements. You will also effectively contribute to the achievement of the department’s overall objectives and apply the Treating Customers Fairly (TCF) culture and principles within your role.
Key Responsibilities
- Managing a broad range of customer queries and requests across a range of products and processes, ensuring you provide professional and helpful service through effective customer communication.
- Using your active listening skills and attention to detail in written communications, to understand and support customers so that their needs are understood - and service standards are maintained.
- Supporting your colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality and compliance standards.
- Build and maintain relationships with both internal and external customers and third parties
- Maintain a detailed knowledge and understanding of legislative and regulatory requirements, including Automatic Enrolment, TPR, FCA, DWP, HMRC, DPA and any other relevant rules to ensure we adhere to all regulatory requirements, complaint and compliance rules, to minimise risk to People’s Partnership and our Customers
- Handling customer complaints/resolutions and escalating these to the Complaints Team when a solution cannot be found. You'll ensure all issues are resolved and any learning opportunities are shared across the team.
- Creating and reviewing process manuals to ensure they have a high level of accuracy
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What we’re looking for
- Educated to GCSE Level or equivalent.
- Good working knowledge of Microsoft Excel & Word.
- Experience in Administration/Customer service.
- Numerate with good attention to detail.
- Proven ability to explain detailed and/or complicated information in simple, everyday language.
- Excellent verbal communication skills.
- Self-motivated, disciplined and organised and ability to work effectively unsupervised.
- Ability to work under pressure and meet quality and performance targets.
- Proven willingness to learn and understand the technical detail of workplace pensions and other financial products.
Desirable Qualifications
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- Pensions experience
- Complaint management experience
- Vulnerable Customer experience
- CII qualifications
What you can expect from us
- Generous pension contributions with an employer contribution of up to 14%
- Real living wage
- Income protection, critical illness cover & death in service insurance
- Employee healthcare
- Parental and adoption leave
- Learning & development opportunities and study support
- Travel season ticket loans
- Grab & Go Deli Café
- Volunteering days and charity payroll giving
- Onsite gym
- Ride-to-Work scheme
- Social clubs and events
Disability Statement
People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.
Once you’ve submitted your application, a member of our Talent Team will review it and contact you if your skills and experience match the job profile.
We’re looking for people who share our values, and we want to help bring out the best in you.
Interviews with us are a two-way process. You’ll have the opportunity to show us why you’re right for the role, and we want you to learn more about us too.
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