Ops Transition Customer Services Exec 12 month FTC

Main Purpose:
To deliver excellent customer service and technical support, tailored to the needs of the customer, throughout the life of their relationship with B&CE. Build and maintain customers' trust and confidence to maximise customer, advisor and third-party satisfaction and retention.

Effectively contribute to the achievement of the department's overall objectives and apply the Treating Customers Fairly (TCF) culture and principles within own job role.

Key Responsibilities:

• Manage all customer activities across a range of products and processes, to ensure exceptional levels of service are delivered continually in line with agreed service standards.
• Take ownership of maintaining relationships with customers, Business Partners, IFA's and Strategic Partners including third party providers, to address/resolve service and technology enquiries/issues, such as the Employer Sign Up, at first point of contact.
• Maintain a detailed knowledge and understanding of legislative and regulatory requirements, including Automatic Enrolment, TPR, FCA, DWP, HMRC, DPA and other relevant rules to ensure adherence to all relevant regulatory requirements, complaint and compliance rules and processes and to support the FCA Treating Customers Fairly guidelines, to minimise risk to B&CE and Customers.

• Identify, escalate and analyse customer problems/complaints, understand the differences between a negative experience and a complaint along with how to deal with both accordingly, and any work carried out ensures that the customer does not suffer as a result.
• Support and promote B&CE and the People's Pension proposition by proactively developing good working relationships with Customers, Strategic Business Partners, Advisors and Third Parties.
• Support opportunities to retain business, by understanding fully what a customer is asking for and provide a tailored response. Ensure the customer fully understands the consequences behind their request, and offer alternative options for them to consider, where appropriate, to help them make the right decision.
• Provide coaching and technical support to colleagues, using and sharing product, process and system knowledge, to improve knowledge and skills in area so that the customer receives accurate information first time and in a compliant manner
• Contribute to the development and improvement of the customer services processes including system development, automation, testing and production of appropriate internal guidance and procedures, by representing the team/department on cross functional projects as required.
• Fulfil tasks that are required to support the business need
• Adhere to Company Risk Management policy and procedures, including reporting of incidents or breaches.
• Apply and promote Treating Customers Fairly (TCF) culture and principles, together with the organisation's behaviours and values.
• Adhere to Company Diversity & Inclusion policy.