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!