We have an exciting opportunity for a Claims Service Specialist to join our growing workplace operations area in Cardiff.

1.Service Proposition

Use work tools and web-based services, prioritise own work and proactively support the Team Manager and other team members to meet service levels, targets and customer expectations to a customer population ranging from sophisticated, high net worth individuals to non-advised, low tech individuals across the full suite of Workplace Savings products and propositions.

2. Technical Expertise

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

3. Efficiency Improvements

 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.

4. Data Analysis

 Record accurate information and process work within agreed external service levels.  Provide accurate and timely updates therefore ensure deadlines are met and quality levels are achieved in order to deliver a high standard of customer service and ensuring data can be provided for internal MI reporting.

5. Controls

 Assist the team and department to adhere to pension regulations and 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.

6.  Relationship Management

Analyse feedback from all sources and lead discussions around the Workplace Savings proposition so that customers’ reasonable expectations of performance and service are met and where failings are identified, provide information to relevant areas to enable changes to be made. In line with TCF principles, develop relationships with key third parties so that current customers want to remain with us, and new customers want to join us.

7. Customer Transactions

 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 companies reputation.

1 Communication

• Communicate clearly and confidently, demonstrating good listening and questioning skills
• Build relationships with external and internal customers
• Maintain a positive and professional approach to customers and colleagues
• Good letter writing skills and application of “Clear & Warm” techniques
• Demonstrate good telephone technique and maintain expected standards

2 Planning & Organisation

• Demonstrate personal time management and organisation skills to effectively manage daily workload
• Manage email and folders to clearly demonstrate when customer enquiries are outstanding, in progress or comple

3 Results driven

• Seek to improve performance and efficiency of self, others and processes in order to achieve targets and increase profitability
• Appreciate the importance of achieving and where possible exceeding targets and service levels, using a continuous improvement approach
• Take ownership and honour promises made
• Use sound judgement to escalate issues where appropriate or make decision to progress issues
• Demonstrate problem solving techniques

4 Interpersonal Skills

• Demonstrate empathy when dealing with colleagues and customers
• Develop effective relationships with colleagues
• Be positive, upbeat and enthusiastic

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.

Normal working hours are 35 hours , Monday to Friday

Please conatct Alyson.macdonald@landg.com for further information