Member Experience Associate

Bristol, England, United Kingdom

12/4/2024

Introduction

Discover a world of endless possibilities at Gallagher Benefit Services, where you'll have the power to shape the future of workplaces across industries. As a member of our team, you become the driving force behind positive change, helping clients build environments where employees thrive. Embrace the opportunity to impact lives, unlock potential, and create a legacy of remarkable transformation.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

Overview

To be the first point of contact for members with queries regarding their benefits held within the pension scheme. Provide members with support and guidance on Portal management, benefit information, admin processes and initiate case creation for members when needed.

How You'll Make An Impact

• Field queries via incoming telephone calls and other customer contact channels where applicable or required.
• Pend management – issuing chasers, updating members, escalating non-responses, auditing use of pends.
• Managing incoming chasers – ensuring contact acknowledged and where appropriate cases escalated.
• Complaint support - acknowledging complaints, keeping members updated and subject to system constraints, ensuring cases are progressing.
• Initial death processing – directly indexing death cases received by phone, suspending pensions and status updates for non-pensioners.
• Be able and willing to perform outbound contact work where required to keep members and authorised parties up to date and to follow up on CSAT reviews.
• Offer bespoke member experiences to callers based upon their scheme enrolment.
• Exhibit market leading customer experience, service and query resolution to all contacts.
• Be comfortable dealing with 3rd party contacts such as independent financial advisors and receiving schemes.
• Follow and comply with strict ID&V processes to ensure that member information is kept safe and disclosed to only those who are authorised to have it.
• Ensure that all applicable FCA, GDPR and relevant regulatory guidance/rules are followed in every contact to ensure the risk level of the business is kept to absolute minimum and show a complete understanding all Buck policies and controls.
• Exhibit a high level, working understanding of the pension admin process so the expectations of all contacts can be managed accordingly, and processes can be easily explained where required.
• Be aware of team availability and flex your own availability where required
• Produce clear and thorough, yet concise, notes of all call contacts and ensure correct record keeping.
• Follow all call processes in line with business expectations.
• Be aware of your own competency levels and work with your Team Leader to improve where required.
  
  

About You

• Previous customer service work within a contact centre or retail/financial environment (Essential) – ideally 2+ Years.
• Experience in working within a financial services provider/company (Desired).
• Experience in working within regulatory guidelines (Essential).
• Experiences of working in pensions admin (Desired – training is available where required).
• Excellent time management skills.
• Attention to detail.
• Communication
• professionally communicate with scheme members on queries via telephone and other channels when required
• Objection handling skills
• Strong literacy
• Communicate effectively with colleagues.
• Customer Service The desire to ensure that you always provide exceptional customer
• Interpersonal
• Ability to work on one’s own and as part of a team
• Be a champion of change and provide opinions if you have an idea to create more efficiencies.
  
  

• Information Technology
• Computer literate in the use of Office Systems, g. Microsoft Office for word processing, spreadsheets etc.
• Quick learner – able to become versed in the use of pension administration systems.
  

Compensation And Benefits

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days
• Defined contribution pension scheme, which Gallagher will also contribute to
• Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x
• Income protection, we’ll cover up to 50% of your annual income, with options to top up
• Health cash plan or Private medical insurance
  
  

Other benefits include:

• Three fully paid volunteering days per year
• Employee Stock Purchase plan, offering company shares at a discount
• Share incentive plan, HMRC approved, tax effective, stock purchase plan
• Critical illness cover
• Discounted gym membership, with over 3,000 gyms nationally
• Season ticket loan
• Access to a discounted voucher portal to save money on your weekly shop or next big purchase
• Emergency back-up family care
• And many more…
  
  

We value inclusion and diversity

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities.

We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don’t worry, we’re here to help, however, we can only do this if you let us know.

Should you require reasonable adjustments to your application, please get in touch with TAGlobalSupport@ajg.com . If you’d prefer to speak on the phone, please request a call back, leaving details, so we get in touch.

Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.