Our Key Accounts Customer Services team are the heart of People’s Partnership, making sure our Key Clients receive excellent service and technical support. You will provide tailored responses to meet the needs of our Key Employers and customers, throughout the life of their relationship with us. You’ll support our key employers and work with our Relationship Managers to ensure we meet our compliance and service standards and making sure we achieve our service level agreements, whilst building strong relationships with our Key Clients.

To provide administration expertise and processing enquiries from Relationship Managers, to assist in supporting existing large employer clients and maintaining strong business relationships, promoting operational efficiency wrapped in ‘first class’ customer service.

Main Responsibilities:

• Proactively manage and grow direct working relationships with Key Clients and Key Intermediaries, by arranging and attending regular meetings to engage and maintain those relationships, as well as via written communications, phone calls , ad-hoc teams and face to face meetings, ensuring that contact is at an appropriate frequency, rather than reactive contact only.
• Book and attend meetings, answer queries and offer support to Key Clients independent of Relationship Manager.
• Build quality, proactive relationships and rapport with Relationship Managers, and support them through regular close contact account management.
• Have the knowledge, confidence and ability to deal with Key Clients and intermediaries in Relationship Managers, absence.
• Ensure the transactional experience for key clients and intermediaries is at the highest possible standard, by actively maintaining accurate customer records, by assisting Key Clients with any queries , liaising with RM if required
• Actively look to improve the service provided and increase operational efficiency at every opportunity, by creating and reviewing processes and procedure manuals to ensure they have a high level of accuracy. Use active listening skills to understand and support customers so that their needs are understood - and service standards are maintained.
• Support clients and intermediaries providing information on technical changes, disclosure, governance and legislative updates in liaison with RM.

Skill and Experience required:

• Passed internal Auto Enrolment exam.
• Proven ability to explain detailed and/or complicated information in simple, everyday language.
• Working with and supporting relationship management and distribution channels.
• Proven willingness to learn and understand the technical detail of workplace pensions and other financial products.
• Good understanding of the regulatory and legal environment.
• Good working Knowledge of the DC pensions market the types of pension schemes and their attributes.
• Understanding and working knowledge of implementing People's Partnership workplace pension solutions.

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