Job title:
Job Description:
What you’ll be doing:
- Working towards the overall goals of the team in achieving excellent customer service in line with procedural and Service Level requirements, processing Change of Address, Name, Gone Aways, Outstanding premium letters and providing Valuation, Quotation and Projections, General Policy Details, General Policy Amendments / Corrections, Wakeup Packs / Ad-hoc Packs, Record Mismatch / Suspense corrections and dealing with Multiple Exception reports.
- Being available to answer member queries within the agreed SLA targets across multiple communication channels.
- Adhering to Quality Management Systems and complying with regulations and policies from Capita and relevant regulatory bodies.
- Taking ownership of personal and performance development undertaking all relevant training courses, including Mandatory e-learning, to improve and retain pensions and internal systems knowledge and capability.
- Identifying and reporting risks, complaints, and breaches immediately / within deadlines, to line management and/or the Operational Risk & Compliance Department.
What we’re looking for (ALL ESSENTIAL):
- Proven experience in administration, ideally within a pensions OR casework environment (must be evident on CV).
- Excellent numeracy skills, with a GCSE Grade C/4 or above (or equivalent) in both Maths and English.
- Proven experience in performing manual calculations with accuracy and confidence.
- Strong communication skills, including clear and professional written communication across various channels such as web chat.
- Excellent data entry skills, with the ability to work efficiently under pressure and meet tight deadlines.
- High level of accuracy and attention to detail, with a strong focus on quality.
- Confident in using a range of IT software, including Microsoft 365 applications.
- Organised and methodical approach to managing tasks and responsibilities.
- Positive and proactive attitude, with a genuine willingness to learn and grow.
- Able to work independently as well as collaboratively within a team.
As part of the screening process, you will be required to complete a Maths and English assessment
Proof of right to work checks
Due to updated legislation, how you complete ‘proof of right to work checks’ in the UK has changed.
If you have a valid passport: a digital ID verification will be completed as part of your pre-employment checks.
If you don’t have a valid passport, or you opt out of the digital ID verification process: you’ll need to travel to one of our designated Capita offices as part of your ID verification checks before we can confirm your start date. At the office, your ID will be checked and signed off by a designated manager.
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