Customer Service Administrator in Liverpool City Centre!

Highly organised and proactive Customer Service Administrator required to join a busy team!

This is a vital role supporting both Customer Service and Pension Customers to ensure the smooth customer journey. As a vital team member, you will play a key role in ensuring our customers receive the support and assistance they need. Experience in Banking, Pensions, or the Financial Services sector.

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.

Monday – Friday 9-5pm

Salary £23,000-£25,000 DOE

Excellent benefits package

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