Customer Service Representative (Pensions)

Salary: £28,800 per year

FULLY REMOTE & Salary worth £28,800per year!

We’re currently looking for customer service advisers to offer 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.