Job Description

KPI Management

• Communicate effectively with client/members via the telephone, remembering each caller will have a different level of understanding. Record each call as they occur.
• Consistently provide a quality customer experience to clients/members.
• Continuously seek to identify areas where the service to clients/members could be improved and communicate to the Senior Administrator/Team Leader.
• Deal with queries and requests by the use of standard letters and reference to procedures.
• Recognise and escalate potential problem and potential complaint cases.
• Ensure complaints procedure is adhered to and that all complaints are immediately notified to Senior Administrator.
• Seek clarification where errors are made.
• Monitor own workflow to ensure service levels are achieved.
• Prioritise and manage own workload and maintain a rolling schedule of objectives.
• Accurately perform manual calculations.
• Know and live the firm\xe2\x80\x99s values.

• Participate and contribute in team huddles.
• Proactively support key initiatives that have been delivered to implement change.
• To ensure any feedback (including breach/errors) found in the process is informed to the team Manager instantly.
• Relationship management
• Assist the wider team in more complex / project work when required.
• Accountable for own development, identifying and raising any learning needs with Administration
• Understand your role within the team.
• Support colleagues for holiday cover and workload peaks.
• Update and maintain skills matrix

• Graduate

• Able to work to a high level of accuracy.
• Able to work well under pressure and meet targets.
• Interpersonal skills to include good written and verbal communication.
• Customer and quality focused.
• Computer literate.
• Pass at C or above for Mathematics and English at GCSE or equivalent.
• Experience in either DB or DC pensions administration is essential.

• 0.8 - 4 years

Willis Towers Watson