Customer Services Team Manager - Retirement

Merje

  • Birmingham
  • £50,000 per year
  • Permanent
  • Full-time
  • 1 day ago
  • Apply easily
Customer Services Team Manager£45,000 - £50,0000Location: Birmingham, with potential for hybrid working arrangementsMERJE is seeking a highly skilled Customer Services Team Manager – Retirement for a leading financial services company. This role offers an exciting opportunity to lead a team within Customer Operations, ensuring high-quality service delivery and optimal customer satisfaction in the retirement and pensions sector.This established financial services provider specialises in personal pension plans and retirement solutions. With a strong focus on customer-centric operations, the company is committed to delivering market-leading service and innovative retirement products to its diverse clientele.The RoleAs Customer Services Team Manager – Retirement, you will lead a team of up to 16 direct reports, overseeing the administration of the Retirement Journey for all personal pension plans. This role offers a competitive salary, comprehensive benefits package, and the opportunity to shape customer experiences in a dynamic financial environment.Key Responsibilities:
  • Manage and lead the Retirement team, ensuring all SLAs and quality standards are met
  • Oversee the end-to-end payment cycle, including the Payroll function for pensions
  • Submit regular reports to FCA via Gabriel and pension access details to ABI
  • Develop and maintain market-leading service for both phone and administrative tasks
  • Implement continuous improvement strategies to enhance customer satisfaction
Required knowledge and experience:
  • Significant pensions management experience, including Retirement Journey administration
  • Excellent understanding of personal pensions and relevant offerings
  • Strong leadership skills with demonstrated team management experience
  • Professional qualifications including CF1 / FA2
  • In-depth knowledge of pension taxation and regulatory requirements
If you are an experienced Customer Services Team Manager – Retirement looking for a challenging role in a dynamic financial services environment, we want to hear from you. Apply now to take your career to the next level!Applicants must be located and eligible to work in the UK without sponsorship.Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website.If you would like this job advertisement in an alternative format, please contact MERJE directly.

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