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Pension Member Services Team Lead

Posted: 6 Aug 2022 Closes: 19 Aug 2022
Shire Park, Kestral Way, Welwyn Garden City, AL7 1GA Competitive
Permanent & Full-time TSC_749330

About the role

Managing the Member Services Team, leading and supporting them to deliver amazing customer service.

You will be responsible for
  • Leading, coaching and supporting the team to deliver excellent service through high quality calls
  • Ability to help and support the team to resolve colleague queries at first point of contact
  • Prioritising communication with members to ensure they receive excellent service and to avoid escalation
  • Responsible for maintaining the Pension administration system and supporting databases with all relevant information from calls and contact with members
  • Understanding the SLAs for the Pension helplines and pro-actively supporting all processes to maintain compliance and minimise escalations and complaints
  • Completing quality assurance checks on both verbal and written communications from the Pension helplines
  • Take ownership, accountability and monitor work allocation to ensure service level is achieved
  • Monitors team productivity, quality and service level agreements and reports these to the Pension Administration manager on a regular basis
  • Ensures that any member concerns or complaints are processed and recorded correctly and correspondence is sent in a timely manner
  • Following our Business Code of Conduct and always acting with integrity and due diligence

You will need

Operational skills relevant for this job:
  • Good verbal, written communication, listening and organisational skills.
  • Excellent time management skills
  • Identifies opportunities to implement efficiencies and supports change
  • Builds strong, effective team relationships
  • Microsoft Office (Excel, Word, Powerpoint, Access)
Experience relevant for this job:
  • 2+ years of DB Pension Scheme administration experience
  • Prior experience of managing a team or experience of mentoring / training within a pensions administration environment
  • Up to date knowledge of UK Pensions legislation

What's in it for you

We offer excellent benefits that help make Tesco a great place to work!These include but aren't limited to:
  • Annual bonus scheme
  • Holiday starting at 20 days plus a personal day rising to 22 days after 12 months (plus 8 Bank holidays)
  • Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution
  • LifeAssurance - 5 x contractual pay
  • Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home
  • Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want
Click here to read more about the benefits we have available for our colleagues

About us

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is 'Serving our customers, communities and planet a little better every day'. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We're a big business with diverse working patterns and many business areas which means that we can find something that works for you. Everyone is welcome at Tesco.

We have recently announced that we will be moving towards a more blended working week - combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. Please talk to us to about how this can work for you.

NOTE: Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details on your agreed start date.
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