Customer Services Executive

The People’s Pension; Crawley; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading financial services organization based in Crawley is seeking a dedicated Team Leader for their Customer Services team. In this role, you will oversee a high-performing team, ensuring exceptional service delivery and fostering trust among customers and partners. Candidates should possess strong people management skills and knowledge of pension legislation. The position offers competitive benefits, including generous pension contributions and opportunities for professional development.

Benefits

Generous pension contributions

Onsite gym

Subsidised restaurant

Learning & development opportunities

Travel season ticket loans

Qualifications

• Experience working in an operational pensions’ environment or financial services environment.
• Must be working towards required certifications in Financial Administration.
• Ability to manage relationships with customers and third-party providers.

Responsibilities

• Oversee a high-performing customer service and technical support team.
• Ensure delivery of exceptional service throughout the customer lifecycle.
• Monitor staff competence and support professional development.

Skills

People Management

Customer Services Excellence

Knowledge of pension legislation

Good working knowledge of Microsoft Office

Education

Certificate in Financial Administration (CF1)

Certificate in Financial Administration (FA2)

PMI Certificate in Auto Enrolment

Job description

Overview

DescriptionTeam Leader – Transfers

About People’s Partnership: At the heart of our not-for-profit organisation is a commitment to make the future-saving experience simple for our members. We champion fairness and simplicity, not profit-chasing. We’re a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What you’ll be doing

Our Customer Services team are the heart of People’s Pension, making sure our customers receive excellent service and technical support. We’re looking for a dedicated Team Leader to oversee a high-performing customer service and technical support team at People’s Partnership. In this role, you’ll ensure the delivery of exceptional, tailored service throughout the customer lifecycle, fostering trust and satisfaction among customers, advisors, and third parties. You’ll be responsible for monitoring staff competence, supporting professional development, and driving team progression. As a key contributor to departmental goals, you’ll champion our Treating Customers Fairly (TCF) principles in everything you do.

Key Responsibilities

• Responsible for the team’s performance against agreed objectives and key performance indicators.
• Ensure exceptional levels of service are delivered within agreed service levels.
• Direct resources to maximise productivity to achieve agreed service levels.
• Recruit new team members and participate in the interview process.
• Lead and manage staff in line with company policies and procedures, including training (regulatory and company) & development, 1 to 1’s, performance appraisals and disciplinary & grievance issues.
• Manage relationships with customers, Business Partners, IFA’s and Strategic Partners including third party providers, to ensure all service/technical enquiries/issues are resolved to the customer’s satisfaction by whatever means appropriate – phone, webinars, face-to-face, pension seminars, etc.
• Record and analyse team productivity and quality statistics.
• Use management information to measure workflow and staff performance.
• Identify training needs and arrange/provide coaching and technical support to team members.
• Encourage self-development of team members and provide feedback as appropriate.
• Proactively develop individuals to maximise their ability.
• Contribute to updating operating procedures for all administration activities and ensure all staff are trained/aware prior to implementation.

What we’re looking for

Qualifications – Achieved or working towards the following:

• Certificate in Financial Administration (CF1)
• Certificate in Financial Administration (FA2)
• Must be obtained in line with the Overseer T&C requirements
• Experience working in an operational pensions’ environment or financial services environment.
• People Management
• Good working knowledge of Microsoft Office
• Knowledge of pension legislation (particularly auto enrolment)
• Excellence in Customer Services

Desirable Qualifications:

• PMI Certificate in Auto Enrolment
• Other relevant financial services qualifications
• Experience of employer/employee pension communications

What you can expect from us

• Generous pension contributions with an employer contribution of up to 14%
• Real living wage
• Income protection, critical illness cover & death in service insurance
• Employee healthcare
• Parental and adoption leave
• Learning & development opportunities and study support
• Travel season ticket loans
• Subsidised restaurant in our Crawley office
• Volunteering days and charity payroll giving
• Onsite gym
• Ride-to-Work scheme
• Social clubs and events

Disability Statement

People’s Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People’s Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.

Perks

Our people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of People’s Partnership's employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career.

Salary Range