Assistant Manager - Pensions Contact Centre
This is a great chance for a supervisor either with a contact centre background or a pensions/financial services background to progress to Assistant Manager level and ultimately beyond that. Our client is a major player in financial services, a highly respected organisation and well known for investing in and developing their staff. Our client administers numerous large DC pension schemes and this area provides telephone support to IFA’s and pension scheme members.
The Company: This role is based within our clients Head Office, an impressive complex in fabulous surroundings. Corporate pensions and investments are their key areas and as a company, they employ over 5,000 people worldwide.
The Role: This post is based within the DC OperationsContact Centre. You will oversee 10-15 DC Phones Associates within a Department that numbers around 40 staff. This area takes calls from pension scheme members and IFA’s who have a query relating to the administration of their DC pension. As an Assistant Manager, our client wants this person to manage the day to day activity within the team by monitoring call flows, capacity planning and assessing business priorities in order to meet SLA’s. You will deal with complaints and escalations, process related query resolutions and get involved in call coaching and ensuring compliance.
Our client is looking for this person to lead by example, shaping the team and driving a customer service culture, motivating the team as well as monitoring, measuring and managing team performance. You will need occasionally to make yourself available to assist the team with queries and problem resolution and ensure there is sufficient cover in place to ensure all areas of work/processing are adequately monitored at all times. Another responsibility is call quality monitoring, both remotely and side by side to enhance the team’s all-round performance. You will also be encouraged to put forward ideas for improvements to the environment, service, procedures and relationship with other areas of the business.
Experience/Skills Required: The ideal scenario for our client is to find someone with supervisory experience within a a pensions contact centre. The likely scenario is that they would recruit either a supervisor within a pensions/financial services background or a supervisor from within a different type of contact centre. Confident communication skills are essential and ambition to progress within the business.
Additional Information: The salary for this role is up to £33,000 with some flexibility for the ideal candidate who has pensions contact centre management experience. In addition, the realistic bonus is around £3,000 with pension adding c.£3,750. In addition there is life cover, generous holiday entitlement, ongoing training & development and free parking.
The Pensions Contact Centre Assistant Manager position is only one of many vacancies we are handling. ARC is a specialist Financial Services recruiter and the Consultant handling this role has 21 years experience in this field. Areas of focus include employee benefits/group risk, compliance, pensions, paraplanners, sales support, underwriters and IT related roles. We mainly concentrate on London and the Home Counties, whilst also enjoying regular success in offering national solutions. Check the website and feel free to call Darren Snell at any time.