Member Contact Associate

Main purpose of the role

We are looking for a confident, friendly and customer-focused individual to join our Member Contact Team. In this role you will provide professional and consistent first line support to pension scheme members and clients by phone, email and post.
 

Key responsibilities

• To provide an accurate first line assistance to members of the pension schemes or other users through the call handling system, e-mail, post and other mediums.
• To fulfil customer queries first time by following Member Contact Team processes or forward more complex pension related enquiries, whilst ensuring an acceptable service level and grade of service is delivered to all cases.
• Provide professional and courteous service while ensuring problem resolution and customer satisfaction.
• Knowledge of policies and process of ISO 27001 and where they can be accessed and followed.
• Deliver and promote superior service in handling problems and complaints.
• Promote strong service delivery ethos within the Member Contact Team and ‘own’ the relationship between the caller and the Member Services Team.
• To ensure that the appropriate level of data quality is maintained within the workflow management systems.
• Promote and encourage the use of customer self service capabilities by proactively using contact opportunities to coach and educate customers on available self-service products.
• Actively seek ways to build an effective and professional relationship with members, internal and external contacts, grasping every opportunity to gain customer insights on service delivery.
• Proactively seeks feedback to progress own development within the role and takes ownership to enhance knowledge through asking questions and various informative mediums.
• To support others within the team by understanding and sharing workloads and capabilities of other colleagues.
• Maintain an up to date working knowledge of customer requirements through proactive self-learning.
• Sharing knowledge and experience across the team.
• Contributes to continuous improvement processes in order to enhance the quality of service provided and the individual customer experience.
• Performs other duties and ad hoc projects as assigned by the Lead Member Associate.

Professional qualities

• Knowledge and understanding of UK pensions products and services, preferably.
• Advanced level of customer service delivery skills.
• A proven experience of working with customers on the telephone.
• Having worked in a customer facing role with experience in Administration preferably within a pension or contact Centre environment.
• Must be proficient in MS Office Applications – Outlook; Word; Excel.
• Some experience using pensions systems software and processes, would be an advantage.

Personal qualities

• Ability to build relationships across teams and with callers.
• Ability to work to agreed processes and procedures whilst being able to challenge when appropriate. Able to show experience of initiating process improvements.
• Must show confidence and have the ability to take the lead whilst dealing with telephone calls within the Member Contact team.
• Ability to work under own initiative and have strong attention to detail.
• Ability to work well under pressure.

Reporting line

Reports to: Lead Member Associate – Member Contact Team