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 Team Supervisor to join our team and take on a leadership role in providing exceptional customer service and support to our members. As a Member Experience Team Supervisor, you will be the first point of contact for members with queries regarding their benefits held within the pension scheme. You will also provide support and guidance on Portal management, benefit information, admin processes, and initiate case creation when needed. In addition, you will have coaching and development duties, oversee day-to-day team processes, and be responsible for up to 7 members of staff. You will also have the opportunity to deputize for the MEx Team Manager when required.

How you’ll make an impact:

• Be accountable for ensuring the delivery of specific workloads
• Manage and coordinate the delivery of MEx projects
• Check non-standard correspondence
• Manage errors and complaints to ensure they are handled effectively and in accordance with agreed processes
• Supervise, train, coach, and mentor staff
• Assist team members as required and provide support to MEx Team Manager
• Check and authorize other administrators’ work and provide oversight
• Attend Trustee and ad hoc client meetings as required
• Ensure work is processed accurately and in a timely manner
• Prioritize work to ensure Service Level Agreements are maintained
• Assist MEx Team Manager with monitoring contacts and case work for coaching, training, and feedback purposes
• Handle non-standard client/member queries
• Carry out other duties and take on additional responsibilities as agreed
• Ensure timesheets are completed daily
• Update agreed goals on a monthly basis
• Provide feedback to MEx Team Manager on staff performance and progress against goals
• Be available for knowledge sharing tasks such as training new MEx Associates and creating training material
• Monitor and report on real-time call flow to achieve SLA targets
• Provide historical call reporting to illustrate trends and results

About you:

• Strong experience of working within a contact centre environment at a supervisory or managerial level
• Minimum of 3 years customer service experience
• Pensions experience is desirable but not essential
• Customer service centric
• Logical approach to problem-solving
• Excellent time management skills
• Ability to prioritize workloads with conflicting importance and meet deadlines
• Attention to detail
• Strong communication skills, both written and verbal
• Confidence in providing feedback
• Desire to ensure exceptional customer service
• Accountability to clients, members, and management
• Ability to work independently
• Ability to manage team member workloads and provide support
• Self-motivated
• Champion of change and ability to provide opinions for creating efficiencies
• Computer literate in Microsoft Office and strong working knowledge of Pension administration systems
• Act as a mentor to Senior MEx Associates
• Provide positive reinforcement to motivate direct reports
• Arrange quarterly review meetings with direct reports and ensure documentation

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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