Purpose of the role:
You will be responsible for the efficient and timely processing of all communications (telephone/email etc.) relating to the participants of international pension plans, international retirement & savings plans and deferred compensation plans.
Responsibilities:
- Help deliver, with the oversight of the Senior Manager of the Customer Relations Team, the member contact programme, covering the full range of members across all ES’ plans, and consideration of insight information and events that can be provided to plan members to improve their awareness and experience
- Focus on interaction between the Communications Teams and other teams within ES to ensure member experience is optimised
- Targeting exiting participants for routing through other products/divisions as appropriate
- Answering/investigating queries from participants, including web queries, via telephone and email
- Ensuring all daily tasks as set out in the team checklist are completed
- Monitoring team workloads
- Weekly and monthly KRI reporting
- Ensuring the team work diligently and to the best of their ability
Skills required:
- Proactive self-starter
- Excellent telephone skills, including experience dealing with difficult calls
- High level of accuracy and excellent attention to detail
- Excellent planning and organisation
- Ability to work in fast paced environment with multiple priorities
- Strong problem solving abilities
- Collaborative