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Customer Service Admin

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Customer Service Administrator in Liverpool City Centre!

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment? If so, we have the perfect opportunity for you!

This company is a leading financial service and pensions company based in Liverpool city centre, and we're seeking a dedicated Customer Service Administrator to join our team. As a vital team member, you will play a key role in ensuring our customers receive the support and assistance they need.

Key Responsibilities:

· Deliver proactive and excellent service to all stakeholders, actively understanding their requirements and keeping them involved and updated.

· Undertake all administration and case processing for all customer groups via email, phone, and letter as appropriate.

· Meet productivity and quality targets agreed with your Team Manager.

· Maintain quality control and follow all processes as written using provided systems, in line with set targets, SLAs, and KPIs.

· Work in a professional, positive manner in line with the competencies set out for the role.

· Operate within a customer-focused environment to support positive outcomes for pension scheme members.

· Ensure customer requests for benefit payments are processed following the procedure in a timely manner to obtain good customer outcomes.

· Process existing customer change of details requests and additional funds/investment requests.

· Ensure financial adviser invoices are processed timely and requests for information are processed accurately within SLA.

· Identify vulnerable customers and ensure processes are followed to mark them on record and escalate tasks accordingly.

· Identify expressions of dissatisfaction and escalate following the established process promptly to ensure they are dealt with within the regulatory timeframe.

Desired Knowledge and Experience:

· Experience in an operational customer service environment.

· Experience working within the pensions industry and delivering excellent customer-focused service to pension scheme members.

· Attention to detail.

· Competent in Microsoft Office.

· Strong communication skills.

· Ability to work in a fast-paced environment.

· Ability to work under pressure.

· Problem solver.

· Skilled typist and accurate record keeper.

Monday – Friday 9-5pm

Salary £23,000-£25,000

Excellent benefits package

If you have the skills required for the role, then please apply with your CV!


1 June 2024
Office Services
Customer Service Administrator
Merseyside, Liverpool