Role: Customer Service Representative

Contract: 3 months

Location: Liverpool (Onsite working)

Working Pattern: Full time (between 8am to 6pm - Rota basis) (7.5 hours shift - 30 minutes lunch and 2 - 15 minutes break)

*** Candidates will need to be eligible and go through an SC Clearance ***

Primary purpose of the role:

To create better outcomes at first point of contact, within a team of call handlers providing excellent customer service on a wide range of customer queries across multiple pension schemes.

Key Responsibilities

Manage a high volume of calls in a timely and effective manner working towards our overall goal of delivering excellent customer service, in line with KPIs, SLA targets and quality framework. Embrace, demonstrate and support the business to embed Capita Values. Identify customer needs and obtain true nominal value to provide the right outcome. Adhere to Quality Management Systems and comply with regulations and policies set by Capita and/or relevant regulatory bodies. Take ownership of personal and performance development to improve and retain pensions and internal systems knowledge and/or capability. Complete all relevant training courses, including Mandatory e-learning in line with set deadlines. Identify and report risks, complaints and breaches immediately / within deadlines, to line management and/or the Operational Risk & Compliance Department. Consider and review the effectiveness and efficiency of existing systems, processes and controls, making suggestions that continually enhance service delivery. Support and assist the management team where required in all aspects of service delivery. Share knowledge to support development of others.

Key Tasks

Follow the correct scheme scripting / salutation in line with quality standards. Be available to handle all customer calls / queries within the agreed telephony SLA targets, whilst maintaining excellent customer service standards. Ensure accurate member records are maintained, update at first point resolution where applicable. Complete all call activities either at first point resolution or with clear handover to the relevant team/department, using current work procedures and best practice. Actively promote online member portals, providing website navigation / enquiry support where required. Adapt to varying demands and workloads with a commitment to maintain excellent levels of customer service and quality. Respond to customer enquires via alternative communication channels where applicable. Understand the importance and deliver against individual objectives and contribute to the achievement of departmental goals and business results. Work within set telephony Key Performance Indicators and quality standards both internal and external. Identify complaints at the earliest opportunity, take ownership of the problem resolving at first point resolution where appropriate or escalate if required, with clear handover to the relevant team/department. Understand the importance of Continuous Improvement and challenge the activities inside the team to improve the customer experience. Participate in and promote good team communication across multiple teams, share knowledge and expertise with other team members.

Skills, Knowledge and Experience

Essential

Accuracy, attention to detail and quality management 'Get it right first time'. Pension Administration / Work management systems. Office 365 products. Knowledge of DB/DC pension schemes.Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy