Customer Services Assistant
- Full Time
Service Group: West Midlands Pension Fund
Division: Pension Services
Responsible to: Customer Services Team Leader
Location: Mander House
Job Purpose and Role:
To provide a front-line service, responding to member queries and requests to support and promote the provision of good quality information and guidance to members about the Fund and their own benefits and options.
Principal Duties and Responsibilities:
*To represent the Fund by responding to phone calls, emails and face-to-face requests for information to answer queries. To ensure the service is delivered to a high quality and within appropriate timescales, meeting both statutory deadlines and member expectations, based on the targets (KPIs) set by the Fund.
*Provide a customer focussed service by prioritising workload according to deadlines.
*To process and validate all amendments to a member's record as a result of changes in address and personal circumstances within the set KPI.
*To deal with a range of correspondence, telephone queries and personal visits from Scheme members. Respond to all enquiries in a positive and professional manner and process them in accordance with the Funds procedures.
*To handle customer complaints, escalating where necessary to the Customer Services Team Leader. To handle difficult phone calls such as bereavements with empathy professionalism. To be aware of our duty of care to our customers, and have the ability to identify when a referral is needed ie Safeguarding/Police
*To authorise Change of Address processes within the set KPI.
*To issue revised /duplicate benefits statements to members within the set KPI.
*To assist members in accessing and using webportal, to ensure the right information is held and accessable to members, on request.
*To be responsible for ensuring that work is completed to a high standard through quality monitoring processes, data output and correspondence on a regular basis and review of operational rejection reports.
*To request leaver documentation from employer when notified by the member within the set KPI.
*To issue nomination and opt out forms.
*To be responsible for reception cover providing a first point of contact with the member providing accurate information empathetically.
*To ensure incoming and outgoing email documentation is imaged using the Electronic Document Management systems to a high standard.
*To take responsibility for a 'First Call Resolution' service to customers and employers enquiries in relation to Fund services and the provision of an extensive information service in a positive and professional manner either face-to-face; over the telephone or by using IT systems with the aim of 'closing' enquiries within a single customer contact.
*To undertake suitable training and development, both specialist/technical and to further improve interpersonal/management skills, in accordance with training and development strategies which may be implemented from time to time. The job holder will be required to undertake relevant qualifications if these are not already held and they do not have sufficient relevant experience.
*To share information and knowledge with team members, working together to resolve issues. To assist with the training and development of team members, as requested, providing coaching and 1-to-1 support to share ideas, skills and ensure teamwork.
*To act in accordance with the Council's Constitution and other Codes of Conduct.
*To participate in staff development, appraisal and training as appropriate, including continuous professional development.
*To comply with the Council's agreed policies and procedures including but not limited to Health and Safety, and Equal Opportunities Policies, the Data Protection Act, Freedom of Information Act, Financial Management Regulations and other relevant Council and Government Regulations, Directives and City wide priorities.
*To undertake any other tasks, duties and responsibilities as directed and appropriate to the grade and role of the post subject to any reasonable adjustments under the Disability Discrimination Act 1995 as incorporated into the Equality Act 2010.
*To participate in the wider development of the service and contribute to service improvement as required.
*The City of Wolverhampton Council is committed to Corporate Parenting.
"Corporate Parenting is the collective responsibility of the Council to provide the best possible care and protection for children who are looked after."
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