We are currently recruiting a number of Customer Service professionals to support our Pensions Administration business area. This is a hybrid role and is based in our Birmingham office.
Your main responsibility will be to answer and deal with calls from clients, scheme members, their representatives and other organisations in a professional and friendly manner. You will work as part of a team, to ensure the speedy response rate to all calls and queries received, upholding a high standard of customer care at all times.
You do not need any pension administration experience as there is a comprehensive training period but you will ideally have previous customer services and call handling experience with the ability to handle a wide range of incoming calls and queries
A snapshot of your day:
- Answer a high volume of calls promptly and maintain a rapid response rate to agreed standards, remaining calm and providing a professional response at all times.
- Answer email/online enquiries in an efficient, timely manner to achieve service levels
- Prepare and submit telephone notes of a high standard
- Implement and apply business continuity procedures during the failure of the call system and communicate with colleagues
- Report any faults in the internal call system and any systems connected to the telephone software
- Printing, filing, photocopying and scanning
- Archiving files and retrieving archived files
Qualifications/Experience
- Minimum GCSE Maths & English Grade 5/C or equivalent
- Previous Customer Service experience (essential)
- Previous Call Handling experience (preferred)
- A Financial Service background (advantageous)
- Experience of working within an office in a team environment
- Excellent verbal and written communication skills
- Good problem-solving skills, empathy and attention to details
- An understanding of Microsoft Office programmes, in particular Excel, Word and Outlook
What’s in it for you:
- Competitive discretionary annual bonus.
- Core benefits including life assurance of four times salary, income protection of 75% of salary for up to five years, and single private medical insurance cover.
- A generous pension scheme with 5% employee contributions matched by a 10% employer contribution.
- 25 days’ annual leave, increasing to 27 days after five years’ service.
- Access to the Howden flexible benefits programme, offering a wide range of benefits and discounts to support your wellbeing, family life and lifestyle.
- The opportunity to be part of a growing global business where career development, collaboration and innovation are encouraged.
Accessibility
If you require reasonable adjustments or want more information on accessibility, please let us know
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