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VN990

Full-Time

People's Partnership - HQ

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

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.

Support and promote People’s Partnership and the People’s Pension proposition by proactively developing good working relationships with Customers, Strategic Business Partners, Advisors and Third Parties.

Support opportunities to retain business, by understanding fully what a customer is asking for and provide a tailored response. Ensure the customer fully understands the consequences behind their request, and offer alternative options for them to consider, where appropriate, to help them make the right decision.

Provide coaching and technical support to colleagues, using and sharing product, process and system knowledge, to improve knowledge and skills in area so that the customer receives accurate information first time and in a compliant manner

Contribute to the development and improvement of the customer services processes including system development, automation, testing and production of appropriate internal guidance and procedures, by representing the team/department on cross functional projects as required.

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*