Customer Service Representative – Liverpool/Sheffield

Role: Customer Service Representative

Contract: 3 months

Location: Liverpool or Sheffield (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.