Fantastic opportunity for a Pension Support Specialist to join the Pension Benefits team on a fixed term contract for 12 - 15 months covering maternity leave.

As a Customer Service Representative, you will be responsible for providing an excellent service to ensure the Customer experience is maximised

Working hours for the role is Monday - Friday 9:00am - 17:00pm

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, 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 details on the role please contact Michelle.lake@landg.com