Senior Customer Service Coordinator

The Company:

Our client provide pension administration on behalf of their clients. They have over 800 staff across 5 offices and are based in the UK and globally. Due to their success and growth they are looking to recruit in their office which is based in central Bristol.

The Job:

On behalf of our client we are seeking a Senior Customer Service Co-ordinator individual. Working within the customer team, you will be responsible for answering and fielding incoming questions from their members, regarding pensions. They are seeking someone who is passionate about providing a fantastic customer experience.

Within this role you will be the first point of contact for members with queries regarding their benefits held within the pension scheme.

Responsibilities will include:

• Field queries via incoming telephone calls and other customer contact channels
• Updating members, escalating non-responses
• Ensuring contact acknowledged and where appropriate cases escalated
• Acknowledging complaints, keeping members updated and subject to system constraints, ensuring cases are progressing
• Be able and willing to perform outbound contact work where required to keep members and authorised parties up to date
• Follow and comply with strict processes to ensure that member information is kept safe and disclosed to only those who are authorised to have it.
• Ensure that all applicable FCA, GDPR and relevant regulatory guidance/rules are followed in every contact to ensure the risk level of the business is kept to absolute minimum and show a complete understanding all Buck policies and controls.
• Exhibit a high level, working understanding of the pension admin process so the expectations of all contacts can be managed accordingly, and processes can be easily explained where required.
• Follow all call processes in line with business processes.

The Person:

As well as being passionate about customer service, our client is seeking:

• Previous customer service experience (ideally this would have been gained in a professional services or insurance environment)
• First class communication skills
• Professional and a team player.

The Salary:

Up to £26,000 depending on experience

The Benefits:

27 days holiday (Holiday trading buy up to 10 days additional leave and sell up to 5)

Private Medical Insurance (PMI)

DC Pension Scheme

Life Assurance

Income Protection

Eye care cover,

Gym subsidy to the value of £100 annually.

Interest free season ticket loan.

Other benefits available through the flex scheme (salary sacrifice) include: Private Dental insurance, Medical cash plan, Health screens for employee and partner, Additional Life Assurance for employee and partner, Critical illness covers for employee and partner, Cycle to Work Scheme, Charitable giving, Travel insurance up to family cover

The Hours:

Monday Friday 9am 5pm or 8am 4pm or 10am -6pm (35 hours per week)

The Location:

Central Bristol, no car parking, 100% office based

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