Introduction:
Discover a world of endless possibilities at Gallagher Benefit Services, where you’ll have the power to shape the future of workplaces across industries. As a member of our team, you become the driving force behind positive change, helping clients build environments where employees thrive. Embrace the opportunity to impact lives, unlock potential, and create a legacy of remarkable transformation.
We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.
Overview:
We are currently seeking a Member Experience Advisor to join our team and be the first point of contact for members with queries regarding their benefits held within the pension scheme. As a Member Experience Advisor, you will provide support and guidance to members on Portal management, benefit information, admin processes, and initiate case creation when needed.

How you’ll make an impact:

• Field queries via incoming telephone calls and other customer contact channels
• Manage pends by issuing chasers, updating members, escalating non-responses, and auditing use of pends
• Handle incoming chasers by acknowledging contact and escalating cases when necessary
• Provide support for complaints by acknowledging them, keeping members updated, and ensuring cases are progressing
• Process death cases by directly indexing them, suspending pensions, and providing status updates for non-pensioners
• Perform outbound contact work to keep members and authorised parties up to date and follow up on CSAT reviews
• Offer personalised member experiences based on their scheme enrolment
• Provide market-leading customer experience, service, and query resolution to all contacts
• Interact with 3rd party contacts such as independent financial advisors and receiving schemes
• Follow strict ID&V processes to ensure member information is kept safe and disclosed only to authorised individuals
• Comply with FCA, GDPR, and relevant regulatory guidance/rules in every contact
• Demonstrate a high level of understanding of the pension admin process to manage expectations and explain processes to contacts
• Be aware of team availability and adjust your own availability when required
• Maintain clear and thorough notes of all call contacts and ensure correct record keeping
• Follow all call processes in line with business expectations
• Continuously improve your competency levels with guidance from your Team Leader

About you:

• Previous customer service experience in a contact centre or retail/financial environment (2+ years)
• Experience working within a financial services provider/company (desired)
• Experience working within regulatory guidelines
• Experience in pensions admin (desired, training available)
• Excellent time management and attention to detail
• Strong communication skills, both written and verbal
• Ability to handle objections and communicate effectively with colleagues
• Strong literacy skills
• Desire to provide exceptional customer service
• Ability to work independently and as part of a team
• Willingness to champion change and provide ideas for creating efficiencies
• Computer literate in Microsoft Office and quick learner in pension administration systems

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Compensation and benefits:
On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days
• Defined contribution pension scheme, which Gallagher will also contribute to
• Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x
• Income protection, we’ll cover up to 50% of your annual income, with options to top up
• Health cash plan or Private medical insurance

Please refer the Job description for details