Officer - Service Delivery (Service Management Adviser)
- Recruiter
- Confidential
- Location
- Brighton
- Salary
- bonus
- Posted
- 09 Oct 2020
- Closes
- 06 Nov 2020
- Sectors
- Management
- Contract Type
- Permanent
- Hours
- Full Time
TPR is responsible for protecting workplace pensions in the UK, working with employers and those running pensions to help people save safely for their retirement. They have an excellent office location in the heart of Brighton and have a diverse, lively and professional workforce.
They are committed to making TPR a great place to work and doing all they can to support our people to reach their full potential. Join their expanding team for the chance to be a part of the biggest change to pensions in a generation.
The Role
We're looking for a service management adviser to work within the service and performance team who are responsible for ensuring their third-party supplier deliver a high-quality service, which enables all employers to comply with their automatic enrolment duties.
Responsibilities
You will:
Work with the service and performance manager to ensure their third-party supplier operations are delivered in line with the contract and provide a good customer experience
Act as a point of contact for enquiries and issues in connection with the services (customer support, compliance and enforcement, complaints, declaration of compliance)
Raise and manage incidents through to closure
Be responsible for the completion of the quality and risk checks and provide a monthly report on themes and trends
Listen to customer calls and review correspondence to identify trends and opportunities for improvements to processes and customer experience
Drive implementation of improvements within their third party
Carry out investigations using customer relationship management (CRM) system and prepare briefings notes when issues arise
Review their third-party supplier performance in accordance with the OSLs and KPIs
Support projects including the smooth exit/transition of services from the current supplier
About you:
Essential
Ability to build effective working relationships with key stakeholders
Confidence to challenge
Experience of working in a customer focused environment
Experience of assimilating information from multiple sources to and presenting in a clear concise way
Excellent communication skills written and oral
Drive change and deliver improvements
Excellent customer service
Ability to prioritise and use initiative
Problem solving and analytical skills
Attention to detail and accuracy
Personable and a team player
Salary and Benefits:
As well as a starting salary of GBP26,873, they offer:
Civil Service Pension arrangements, which are recognised as some of the best in the pensions world
discretionary bonus arrangements
access to performance related pay progression
25 days annual leave provision
flexible working arrangements
development opportunities
enhanced parental leave arrangements
a free employee assistance programme
an excellent office location in Brighton, although this role will be working from home initially
To take your first steps towards this fantastic opportunity, apply with your CV now or call Kat on (phone number removed).
Office Angels are an equal opportunity employer and are acting as a recruitment agency for this vacancy.
Please be aware we receive a lot of applicants for our roles if you have not been contacted within the next 5 days of applying for this role on this occasion you have not been successful but please go to our website for more vacancies - (url removed).
Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser
They are committed to making TPR a great place to work and doing all they can to support our people to reach their full potential. Join their expanding team for the chance to be a part of the biggest change to pensions in a generation.
The Role
We're looking for a service management adviser to work within the service and performance team who are responsible for ensuring their third-party supplier deliver a high-quality service, which enables all employers to comply with their automatic enrolment duties.
Responsibilities
You will:
Work with the service and performance manager to ensure their third-party supplier operations are delivered in line with the contract and provide a good customer experience
Act as a point of contact for enquiries and issues in connection with the services (customer support, compliance and enforcement, complaints, declaration of compliance)
Raise and manage incidents through to closure
Be responsible for the completion of the quality and risk checks and provide a monthly report on themes and trends
Listen to customer calls and review correspondence to identify trends and opportunities for improvements to processes and customer experience
Drive implementation of improvements within their third party
Carry out investigations using customer relationship management (CRM) system and prepare briefings notes when issues arise
Review their third-party supplier performance in accordance with the OSLs and KPIs
Support projects including the smooth exit/transition of services from the current supplier
About you:
Essential
Ability to build effective working relationships with key stakeholders
Confidence to challenge
Experience of working in a customer focused environment
Experience of assimilating information from multiple sources to and presenting in a clear concise way
Excellent communication skills written and oral
Drive change and deliver improvements
Excellent customer service
Ability to prioritise and use initiative
Problem solving and analytical skills
Attention to detail and accuracy
Personable and a team player
Salary and Benefits:
As well as a starting salary of GBP26,873, they offer:
Civil Service Pension arrangements, which are recognised as some of the best in the pensions world
discretionary bonus arrangements
access to performance related pay progression
25 days annual leave provision
flexible working arrangements
development opportunities
enhanced parental leave arrangements
a free employee assistance programme
an excellent office location in Brighton, although this role will be working from home initially
To take your first steps towards this fantastic opportunity, apply with your CV now or call Kat on (phone number removed).
Office Angels are an equal opportunity employer and are acting as a recruitment agency for this vacancy.
Please be aware we receive a lot of applicants for our roles if you have not been contacted within the next 5 days of applying for this role on this occasion you have not been successful but please go to our website for more vacancies - (url removed).
Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser