Customer Service Administrator

Prestige Recruitment Group; Liverpool City Region; On-site; GBP 23,000 - 25,000; Full time

Job summary

An established industry player is seeking a highly organized Customer Service Administrator to join their dynamic team in Liverpool City Centre. In this vital role, you will support both Customer Service and Pension Customers, ensuring a smooth journey for all clients. Your responsibilities will include delivering excellent service, processing customer requests, and maintaining quality control in a fast-paced environment. If you thrive under pressure and have a passion for customer service, this opportunity offers a competitive salary and an excellent benefits package, making it the perfect role for someone looking to make a significant impact.

Benefits

Excellent benefits package

Qualifications

• Experience in an operational customer service environment.
• Experience in the pensions industry with a focus on customer service.

Responsibilities

• Deliver proactive service to all stakeholders and maintain quality control.
• Process customer requests and ensure timely outcomes.

Skills

Customer Service Experience

Attention to Detail

Strong Communication Skills

Problem Solving

Tools

Microsoft Office

Job description

Customer Service Administrator in Liverpool City Centre!

Highly organised and proactive Customer Service Administrator required to join a busy team!

This is a vital role supporting both Customer Service and Pension Customers to ensure the smooth customer journey. As a vital team member, you will play a key role in ensuring our customers receive the support and assistance they need. Experience in Banking, Pensions, or the Financial Services sector.

Key Responsibilities:

• Deliver proactive and excellent service to all stakeholders, actively understanding their requirements and keeping them involved and updated.
• Undertake all administration and case processing for all customer groups via email, phone, and letter as appropriate.
• Meet productivity and quality targets agreed with your Team Manager.
• Maintain quality control and follow all processes as written using provided systems, in line with set targets, SLAs, and KPIs.
• Work in a professional, positive manner in line with the competencies set out for the role.
• Operate within a customer-focused environment to support positive outcomes for pension scheme members.
• Ensure customer requests for benefit payments are processed following the procedure in a timely manner to obtain good customer outcomes.
• Process existing customer change of details requests and additional funds/investment requests.
• Ensure financial adviser invoices are processed timely and requests for information are processed accurately within SLA.
• Identify vulnerable customers and ensure processes are followed to mark them on record and escalate tasks accordingly.
• Identify expressions of dissatisfaction and escalate following the established process promptly to ensure they are dealt with within the regulatory timeframe.

Desired Knowledge and Experience:

• Experience in an operational customer service environment.
• Experience working within the pensions industry and delivering excellent customer-focused service to pension scheme members.
• Attention to detail.
• Competent in Microsoft Office.
• Strong communication skills.
• Ability to work in a fast-paced environment.
• Ability to work under pressure.
• Problem solver.

Monday – Friday 9-5pm

Salary £23,000-£25,000 DOE

Excellent benefits package

If you have the skills required for the role, then please apply with your CV!