Provide helpline support for a number of Client Projects regarding Scheme Benefit Changes, handling member queries via telephone and email, as required.
Assisting with day to day member pension plan queries over the phone and via email with the aim of resolving on first contact.
Resolve general Defined Benefit and Defined Contribution pension queries, as well as plan specific queries and technical queries.
Work with administration teams and consultants to follow up on queries not resolved in the first instance.
Follow-up with admin teams, consultants and members to ensure closure and satisfaction.
Refer members for Personal Financial Advice as appropriate and liaise with other colleagues to find a solution.
Encourage members to go online via the Mercer OneView website to complete actions where possible (change contributions, investment choices, personal details) and help them understand how to access their personal retirement plan information.
Requirements
A working knowledge of pensions – both DB and DC
Proven experience working in a call centre setting
Excellent customer service and telephone manner
An ability to adapt a communication style based on the member’s needs
An ability to work in a dynamic environment
An open attitude to learning new ideas/skills
Be flexible and be committed to the success of the team
Benefits
Competitive salary with annual review
Up to 12% pension contribution
Full healthcare cover
Study Support
Flexitime or flexistart
Flexible working/potential to work from home
Sports & Social clubs/Wellness Programme
Paid annual leave and ability to purchase additional leave days