As the Senior Pensions Consultant within our SIPP (Self Invested Personal Pension) team, you’ll be the first point of contact and use your knowledge, insight and experience of pensions to provide an outstanding service to all colleagues, customers and clients. You’ll be helping to fulfil the vision of becoming the long term savings partner of choice for all of our customers and clients.

You’ll be partially remote working and partially based from our Cardiff office. The role is full time Monday to Friday and the latest you’ll finish is 1700, meaning you’ll have the weekends off to relax! We’re offering a starting salary of up to £25,000, dependant on your experience and performance at assessment, plus annual performance related bonus.

Be the pension’s expert and actively deal with the more complex processes and escalations, act as a role model by providing advice and insight to your colleagues and leaders, to ensure we provide an outstanding service to our customers and clients helping us become the long term savings partner of choice for all of our customers and clients.   

CF30 Holders (Self invested products) should maintain and share an excellent knowledge and understanding of overall Regulatory and SIPP legislation. Maintain all relevant annual certifications under the SM&C Regime, ensuring you engage fully with Compliance through this process.

When things go wrong use your experience and data to find out what went wrong and what we could do to stop it from happening again, identifying trends and sharing your findings, solutions and reasons with your colleagues and leaders.  Own and resolve customer escalations (including Summary Resolution Complaints), where appropriate making use of T&U payment authority and customer call backs to ensure that the customer experience is maximised and the L&G brand is enhanced

Be responsible for your personal development and keep your pension knowledge and industry awareness current and relevant so you can share this with your colleagues and any changes that may impact us.  

Mentor, coach and develop your colleagues so that they continuously improve the service they provide our customers and clients. 

Follow all business processes, by using approved guidance material, analysing feedback on effectiveness and appropriateness updating when necessary. Take ownership of resolving exceptions and identify process improvements, recommending system changes and enhancements in order to reduce operational costs and improve the customer experience

Fully understand and help the team and department adhere to pension and internal compliance regulations and in the identification and management of regulatory and financial risks, breaches and complaints. Ensure the department operates in a compliant manner regarding suspicious transactions and all incidents are logged and reported in a timely manner

Where appropriate, deputise for your line manager by managing team work volumes, service levels ensuring they are achieved at all times.

Actively investigate, lead and participate in business issues, projects, quality assurance, IT system testing and internal process reviews.

Qualifications:

To be achieved within 2 years:

The Chartered Insurance Institute

• Life & Pensions Customer Operations (or equivalent)
• Institute of Customer Service
• Communications Qualification
• Solutions Qualification
• CF30 accreditation (or equivalent under SM&CR)

Knowledge:

• Ability to consistently deliver high quality work for our customers and clients
• Demonstrate the ability to organise own and teams work pattern to maintain consistent customer service
• Expert knowledge of our systems and procedures
• Be able to manage and control the service provided when things go wrong and identify solutions to recurring customer service issues, proposing innovative solutions to those who can act upon it
• Be able to assess the potential impact of service improvements on your team, department  and  business
• Be able to engage  with colleagues outside of your own department to  support  and  develop solutions to customer service and process issues
• Use technical expertise and understanding of customer and client profile to provide an excellent customer experience
• Knowledge of the industry and Pension environment
• Support complaint resolution and recovery by investigating issues quickly and effectively
• Full understanding of quality framework, measures and controls, demonstrate the ability to analyse trends in quality issues and recommend solutions to improve overall departments KPI’s
• Expert knowledge of the aims, basic features of our products and fund range
• Demonstrate an understanding of the Pension Tax regime
• Demonstrate role model behaviours, excellent teamwork and be able to build trust and respect with others, sharing best practice and ideas.

Experience:

Customer Service experience is essential including experience of Vulnerable Customers
Good knowledge of pensions legislation and the regulatory framework
Detailed understanding of the relevant regulations surrounding Financial Crime, Money Laundering and complaints resolution

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, private medical insurance, 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.