To work with the Senior Technicians and stakeholders in the delivery of Scheme Events and Projects dentifying time scales, deliverables, quality, through to sign off, driving the planning process through effective action planning.
To be responsible for the accuracy and quality of Scheme Events and Projects.
To understand, build, maintain and enhance customer relationships.
Regularly review the effectiveness and efficiency of existing systems, processes and controls and make suggestions to continually enhance service delivery. improve processes and reduce potential complaints and business risks.
To support and assist the management team where required in all aspects of service delivery.
Key Tasks
To deliver key projects and scheme events.
To complete sample checking of casework to ensure accuracy is maintained.
Provide excellent customer service to all clients, members and third parties in line with service level agreements.
Control and enhance the quality of customer outputs in order to deliver an excellent customer experience through coaching, training action planning and process improvement where required.
Support the team on complex casework, high value cases and complaints.
What we're looking for:
Essential
Knowledge of DB and/or DC schemes
Accuracy, attention to detail and quality management
strong call handling ability
strong written communication skills in a variety of communication channels
Desirable
Pension administration and work management systems