Job Description
Description
Overview
Reporting to a Team Manager, the Senior Customer Service Administrator is responsible handling and processing customer/intermediary queries in line with pre-determined frameworks. They will also assist with quality checking in line with quality frameworks.
Key Accountabilities and Main Responsibilities
- Build and maintain customer relationships through the full range of administrative tasks.
- Demonstrate sound technical understanding on pensions and regulation.
- Take personal responsibility for resolving customer and intermediary concerns/issues.
- Promote customer and intermediary self-service through the system navigation support provided.
- Demonstrate adherence to pre-determined frameworks, and other policies identifying when issues need to be escalated.
- Demonstrate flexibility and collaboration towards meeting customer and business needs.
- Support system and product development with service experience in mind.
- Identify opportunities to drive a culture of continuous improvement.
Experience & Personal Attributes
- Completion of CF1 and CF4 – desirable. Working towards mandatory.
- Previous experience of working in a customer service environment.
- Proficiency Microsoft Office: Excel, Word, Powerpoint
- Excellent time management skills and ability to multi-task and prioritize work
- Attention to detail and problem solving skills
- Excellent written and verbal communication skills
- Strong organizational and planning skills in a fast-paced environment
- A creative mind with an ability to suggest improvements
- Positive, professional, and versatile attitude at all times and are able to remain level-headed.
