Senior Client Services Representative

Job Description

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation. Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues. Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers. Job Purpose This Senior Client Services Representative (CSR) role provides support to the ongoing administration of our TRA (pension) product within the Canada Life Wealth division. To ensure that we put the customer at the heart of everything we do in line with our Company values. To handle complex queries, providing a high quality of service that is accurate and within stated timescales. To support the Team Lead / Management Team by delivering training and coaching to team members. To maintain a high level of product and technical knowledge to facilitate rotation into other teams as and when required to ensure service levels are maintained. What Youll Do Duties include, but not limited to, E2E pension administration, complex query resolution, training of new starters/new functionality, payments approvals and deputising for Team Leaders. To provide product information and undertake tasks in response to complex requests, and to amend and maintain accurate company records, ensuring that legislative, customer and Company requirements and service standards are met. To train, coach and mentor new and existing team members, taking ownership of training plans. To maintain a high level of technical and specialist skills, experience and knowledge, enabling rotation into other teams as and when required to ensure service levels are maintained. To deputise and represent the Team Leader, ensuring customer commitments are met. To act as a positive role model within and outside of CSD. To investigate and resolve complex complaints, deal with telephone queries and fully document how they are resolved. To ensure all communications are handled accurately and to adopt the most appropriate method of communication in line with the divisional,regulatory and complaint procedures. To continually review and improve the departments processes and procedures to ensure service levels are maintained and, where appropriate, enhanced in line with Company policies, regulatory, professional and legal requirements. To co-ordinate, contribute and represent Customer Services in ad hoc projects. To liaise and develop working relationships with other business areas as needed Who You Are Diligent and conscientious in the accuracy of their work, excellent attention to detail Excellent written and verbal communication skills Excellent Customer Service skills Previous experience in training and coaching "Can Do", proactive attitude Ability to operate in a fast paced, dynamic environment and able to work under pressure Intermediate knowledge and experience of MS Office Good knowledge of Composer (GBST back-office system) is desirable, previous pension administration is required within the platform market. Qualifications Minimum 5 A* - C / 9 - 4 Grade GCSEs (including English and Maths) or equivalent - essential What youll like about working hereAs a Canada Life UK colleague, youll receive a competitive salary and comprehensive reward package including income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme. Youll also receive the support youneed with your personal and professional development. Diversity and inclusionCanada Life is committed to a diverse and inclusive workplace. Our role as an employer of choice is to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences