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VN987

Full-Time

People's Partnership - HQ

People's Partnership have an exciting opportunity to join our growing team as a Members Services Executive.

This role is a hybrid opportunity with the successful candidate working both at home and in the office.


Main Purpose:

To deliver excellent customer service and technical support, tailored to the needs of the customer, throughout the life of their relationship with People’s Partnership. Build and maintain customers’ trust and confidence to maximise customer, advisor and third party satisfaction and retention.
Effectively contribute to the achievement of the department’s overall objectives and apply the Treating Customers Fairly (TCF) culture and principles within own job role.

Manage all customer activities across a range of products and processes, to ensure exceptional levels of service are delivered continually in line with agreed service standards.

Take ownership of maintaining relationships with customers, Business Partners, IFA’s and Strategic Partners including third party providers, to address/resolve service and technology enquiries/issues, such as the Employer Sign Up, at first point of contact.

Maintain a detailed knowledge and understanding of legislative and regulatory requirements, including Automatic Enrolment, TPR, FCA, DWP, HMRC, DPA and other relevant rules to ensure adherence to all relevant regulatory requirements, complaint and compliance rules and processes and to support the FCA Treating Customers Fairly guidelines, to minimise risk to People’s Partnership and Customers.

Identify, escalate and analyse customer problems/complaints, understand the differences between a negative experience and a complaint along with how to deal with both accordingly, and any work carried out ensures that the customer does not suffer as a result.

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.

Our people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of People's Partnership employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career. *This is subject to current government COVID guidelines*