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Pensions Customer Service Advisor

Posted on Jul 2, 2019 by CV-Library

South Glamorgan, United Kingdom
Call Center & Customer Service
Immediate Start
£19k - £19k Annual
Pensions Consultant/Customer Service Advisor - Salary £19,000 - based in Cardiff Central - Full time position - Hours between Monday - Friday 8.00am – 7.00pm & 1 Saturday morning in every 8

Your new company:

You will be working for a market leading, award winning financial organisation with a global presence.

Due to continued success my client is looking for an exceptional Pensions Consultant with a proven background in delivering top class service to join their vibrant and successful team.

Your new role:

* Provide a range of telephone and web-based services to a customer population ranging from sophisticated, high net worth individuals to non-advised, low tech individuals across the full suite of Workplace Savings products and propositions.

* Deliver an outstanding, first class customer service experience to our customers and clients, identifying their needs and assessing their expectations.

* Provide factual and accurate information to customers for the best solution.

* Own customer escalations to ensure their positive experience.

* Proactively work to improve processes by spotting patterns from the frustrations of customers and clients and liaise with your colleagues to identify trends and share your findings.

* Work with your colleagues to put your colleagues, customers and clients first.

* Ensure that you keep your pension knowledge and industry awareness current and relevant.

* Take responsibility for your own development.

What you’ll need to succeed:

* Ability to consistently deliver high quality work for our customers and clients, demonstrating excellent listening and questioning techniques

* Building a positive relationship with the colleagues, customer and clients

* Be able to manage customers service when things go wrong and identify solutions to recurring customer service issues, proposing solutions to those who can act upon it

* Manage customer/client expectations when you’re unable to meet their expectations

* Suggest options and agree the way forward with the customer or client

* Keep customers/clients informed at all stages

* Be able to record and report customer information, including feedback

* Knowledge of the industry and Pension environment

* Support complaint resolution and recovery by investigating issues quickly and effectively

* Understand the quality framework, measures and controls

* Knowledge of the aims, basic features of our products and fund range

* Be able to team work, build trust and respect with others, sharing best practice and ideas.

* Adherence to all regulatory requirements including DPA, GDPR KYC, Complaint Handling and role of the FCA

* Customer Service experience is essential including experience of Vulnerable Customers and the handling of customer complaints

* Good knowledge of pensions legislation and the regulatory framework

What you’ll get in return:

* Salary £19,000 – £21,000

* 25 Days holiday

* Generous pension scheme

* Life Insurance

* Discretionary performance related bonuses

* Share schemes & so much more

* Progression opportunities

Reference: 210334489

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