Pensions Service Support

Purpose 

The Pension Services Support role, sits within the Defined Benefits team, and is focused on supporting our Pension and Payroll administrative services through diligent management of our mailboxes and member request logs. These are key activities and this role is of critical importance to the success of the operational area. 

Key responsibilities 

• Ensure relevant DB mailboxes are monitored throughout the day 

• Complete filing of emails in line with processes and protocols 

• Ensure tasks are created accurately to ensure we complete activities and respond within agreed SLA’s 

• Identify high priority emails needing action and forward these on in a timely manner, particularly correspondence involving complaints and vulnerable customers.  

• Support team in gathering data for audit and monitoring activities as required 

• Engage in process reviews and other improvement initiatives 

What we’re looking for 

• Ability to manage own workloads and prioritise a number of different tasks based on business volumes and priorities
• A good team worker, with effective communicate skills, highlighting tasks at risk of failing SLA’s
• Good organisational and planning skills
• Customer service focused
• Good numeracy with attention to detail
• Flexible approach: ability to work as part of a team in a fast moving environment
• Basic Microsoft office skills preferably Excel, Outlook, Word

Experience

• Required:
  • Experience of providing a high level of customer service to both internal and external customers
• Desirable:
  • Experience of working with non-standard processes and systems