Pension Support Specialist

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VN-11135

Permanent

Cardiff

£17,200- £27,400

31 March 2019

We currently have an opportunity for a Pension Support Specialist to join our Workplace Pensions team in Cardiff.

Handling queries from our bereaved customers, the succesful candidate will have excellent communication and soft skills, a keen eye for detail and be comfortable handling escalations.

 

 

The key responsibilities of the role are:

To priorities own work and proactively support the Team Manager / team members to meet service levels, targets and customer expectations.

To utilise your technical expertise in product, systems, legislation and processes laid out in the knowledge and skills matrix, in order to maximise your contribution to the area ensuring customers are provided with the correct information to manage and plan for retirement. 

To look to continually improve efficiency, by effectively managing and resolving exceptions created by our IT system framework & customer population, in order to maximise productivity whilst maintaining a consistently cost-effective, quality service.

To record accurate information and process work within agreed external service levels. 

To provide accurate and timely updates ensuring deadlines are met and quality levels are achieved in order to deliver a high standard of customer service and accurate MI reporting

Manage email and folders to clearly demonstrate when customer enquiries are outstanding, in progress or completed

To assist the team and department in the identification and management of regulatory and financial risks, breaches and complaints, in order to reduce the risk of reoccurrence ensuring the Customer Experience is maximised, whilst still providing the required Levels of Customer & Business protection.

To analyse feedback from all sources and lead discussions around the DC Pensions proposition so that customers’ reasonable expectations of performance and service are met and where failings are identified, provide recommendations on changes to be made.

To develop relationships with key third parties so that current customers want to remain with us, and new customers want to join us.

To take full responsibility for the servicing of contributions and ensure money-laundering requirements are met and all monies are applied to contracts promptly and accurately to minimise the risk of financial loss or damage to the company’s reputation.

Respond quickly and with a sense of urgency to resolve customer needs and requirements

Lead by example by displaying the key L&G behaviors: Lead like you mean it, Take a wider interest, Set higher expectations, Take informed risks, Connect with customers and Take ownership.

To be successful for this role you will have the below required skills:

Ability to communicate clearly and confidently, demonstrating good listening and questioning skills

Ability to build relationships with external and internal customers and take ownership and honour promises made.

A positive and professional approach to customers and colleagues

Ability to demonstrate personal time management and organisation skills to effectively manage daily workload

Excellent telephone technique and ability maintain expected standards

Ability to manage personal time and organisation skills to effectively manage daily workload

Have a positive, upbeat and enthusiastic approach and appreciate the importance of achieving and where possible exceeding targets and service levels.

Be flexible and open to the changing requirements of the market and take opportunities to learn new skills.

Computer literate and excellent attention to detail

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 22 days’ (with potential to rise to 26 days) holiday, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information, please contact Rachel.Varney@landg.com

About L&G

We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that’s thanks to the talented and dedicated people who work with us. For us, ‘social responsibility’ is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you’ll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.

About the business area

With a team of over 400 people servicing over 2.8 million customers and over 13,000 corporate clients our Workplace DC Pensions business helps people plan and save for their retirement. Our vision is to be recognised through market leading customer engagement and digital innovation as the expert in helping customers achieve their long term saving goals and to be their employer’s partner of choice.

We’re a trusting, enthusiastic and commercially ambitious business who really care about helping our customers save for their future. We value each other and take absolute pride in performing at our very best.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

 

About L&G

We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that’s thanks to the talented and dedicated people who work with us. For us, ‘social responsibility’ is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you’ll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.

About the business area

With a team of over 400 people servicing over 2.8 million customers and over 13,000 corporate clients our Workplace DC Pensions business helps people plan and save for their retirement. Our vision is to be recognised through market leading customer engagement and digital innovation as the expert in helping customers achieve their long term saving goals and to be their employer’s partner of choice.

We’re a trusting, enthusiastic and commercially ambitious business who really care about helping our customers save for their future. We value each other and take absolute pride in performing at our very best.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.