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 looking for a Member Experience Associate to be the first point of contact for members with queries regarding their benefits held within the pension scheme. You will provide members with support and guidance on Portal management, benefit information, admin processes and initiate case creation for members when needed.How you’ll make an impact:

• escalating non-responses, auditing use of pends
• Managing incoming chasers – ensuring contact acknowledged and where appropriate cases escalated
• Complaint support - acknowledging complaints, keeping members updated and subject to system constraints, ensuring cases are progressing
• Initial death processing – directly indexing death cases received by phone, suspending pensions and status updates for non-pensioners
• Be able and willing to perform outbound contact work where required to keep members and authorised parties up to date and to follow up on CSAT reviews.
• Offer bespoke member experiences to callers based upon their scheme enrolment
• Exhibit market leading customer experience, service and query resolution to all contacts
• Be comfortable dealing with 3rd party contacts such as independent financial advisors and receiving schemes.
• Follow and comply with strict ID&V processes to ensure that member information is kept safe and disclosed to only those who are authorised to have it.
• Ensure that all applicable FCA, GDPR and relevant regulatory guidance/rules are followed in every contact to ensure the risk level of the business is kept to absolute minimum and show a complete understanding all Buck policies and controls.
• Exhibit a high level, working understanding of the pension admin process so the expectations of all contacts can be managed accordingly, and processes can be easily explained where required.
• Be aware of team availability and flex your own availability where required
• Produce clear and thorough, yet concise, notes of all call contacts and ensure correct record keeping.
• Follow all call processes in line with business expectations
• Be aware of your own competency levels and work with your Team Leader to improve where required.

About you:

• Previous customer service experience in a contact centre or retail/financial environment
• Experience working within a financial services provider/company
• Familiarity with regulatory guidelines
• Experience in pensions administration
• Strong time management and attention to detail skills
• Excellent communication skills, both written and verbal
• Ability to handle objections and provide exceptional customer service
• Ability to work independently and as part of a team
• Proficiency in Microsoft Office and ability to learn pension administration systems quickly
• Eligible to work in the UK

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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