Full job descriptionKey Responsibilities
*Work towards overall goals of the team in achieving excellent customer service in line with procedural and Service Level requirements.
*Embrace, demonstrate and support the business to embed our Values.
*Adhere to Quality Management Systems and comply with regulations and policies and relevant regulatory bodies.
*Take ownership of personal and performance development undertaking all relevant training courses, including mandatory e-learning, to improve and retain pensions and internal systems knowledge and capability.
*Identify and report risks, complaints and breaches immediately / within deadlines, to line management and/or the Operational Risk & Compliance Department.
*Regularly review the effectiveness and efficiency of existing systems, processes and controls and make suggestions to continually enhance service delivery.
*Support and assist the management team where required in all aspects of service delivery.
*Understand, build, maintain and enhance stakeholder and/or client relationships.
*Support and share knowledge to support development of others.
*Work with colleagues and stakeholders in the delivery of scheme events, cyclical activites and projects, in line with agreed project plan, identifying time scales, deliverables, quality, through to sign off, driving the planning process through effective action planning.
*Be a positive role model for staff exhibiting the level of commitment and professionalism expected.
*Be responsible for the accuracy and quality of scheme events and projects.
*Maintain up-to-date knowledge of processes, procedures and products.
*Build, maintain and enhance individual and team competence in order to improve delivery.
*Ensure that all technical information / change is cascade to the team through the most effective communication channel and processes are updated as appropriate.


Key Tasks
*Lead on projects linking in with all key stakeholders within the department or business areas.
*Process all events in line with AAF requirements.
*Process all events in accordance with agreed working practices in order to meet deadlines and costing of non-standard projects.
*Deliver key projects, cyclical activities and scheme events.
*Provide input into development / training action planning and process improvement where required. Support the team on complex casework, high value cases and complaints.
*Control and enhance the quality of customer outputs in order to deliver an excellent customer experience through coaching, training action planning and process improvement where required.
*Adapt to varying demands and workloads with a commitment to ensure tasks are completed to deadline whilst maintaining excellent levels of quality.
*Understand the importance and deliver against individual objectives and to contribute to the achievement of departmental objectives and business results.
*Work within set Key Performance Indicators and quality standards.
*Complete all tasks using current work procedures and best practice.
*Create and maintain consistent and accurate scheme records and events.
*Understand the importance of continuous improvement and be able to collate and interpret data to seek opportunities both inside and outside the team to improve the customer experience, challenging current processes.
*Participate in and promote good team communication and share knowledge and expertise with other team members.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.