We have an opportunity for a Pension Service Specialist to join the Sensitive Claims team in Cardiff.

​As a Pension Service Specialist within the Sensitive Claims team, you will working in a sensitive area dealing with terminal and bereaved pension claims, so the ability to show empathy and provide outstanding customer service is a key requirement for this role. 

• Provide an outstanding customer service to our customers and clients by keeping one step ahead; selecting communication method to suit the customer/client needs, making sure you understand their needs and expectations, respond accurately and with the best solution for them whilst making sure their enquiry has been answered and where appropriate seeking feedback on how you could improve.        
• Proactively spot patterns in the hopes or frustrations of our customers and clients, seeing where we can change our processes, tools or products to satisfy their needs by escalating to your senior colleagues. 
• Use your training, knowledge, skills and provided guidance material to follow processes and use systems to give our customers and clients a positive experience whilst keeping us safe and compliant with our regulators.  If things do go wrong, when you can’t resolve it yourself raise and log these as soon as possible so we can put things right quickly.      
• Provide customers with a first class experience every time in order to Treat Customers Fairly and promote customer satisfaction.  Steer your own development so you can provide a great customer experience whilst helping you get to where you want to get to.   
• Collaborate with your colleagues and put your colleagues, customers and clients at the heart of everything we do.  
   

• Deliver outstanding service to our customers and clients by
• Building a positive relationship with the customer or client
• Demonstrate that you can put yourself in the customers/clients shoes by actively listening to their concerns
• Be able to ask good questions to ensure you’ve understood the customer needs 
• 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
• Understanding of the pension customer profiles to provide an excellent customer experience to all
• Understanding of quality framework measures and controls
• Be able to team work, build trust and respect with others, sharing best practice and ideas. 
• Be able to build relationships with other teams and individuals
• Good working knowledge of Pensions Products 
• Demonstrate understanding of the Investment fund range
• Demonstrate understanding of the claims and benefits available
• Understanding of Pension environment
• Adherence to all regulatory requirements including DPA, GDPR, KYC, Complaint Handling and role of the FCA
   

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, 25 days’ holiday, an annual supplement for private medical insurance, discretionary performance related bonuses, paid overtime, 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 more information, please contact Rachel.Varney@landg.com