Principal Member Experience Associate - Appcast Enterprise : Job Details

Discover a world of endless possibilities at Gallagher Benefit Services, where you'll have the power to shape the future of workplaces across industries. As a member of our team, you become the driving force behind positive change, helping clients build environments where employees thrive. Embrace the opportunity to impact lives, unlock potential, and create a legacy of remarkable transformation.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

At GBS Buck, we recognize that experience plays a crucial role in making a significant impact. As a Principal MEx Associate, you will be instrumental in shaping the future of our member experience (MEx) team. This position welcomes candidates with MEx or equivalent experience, offering the opportunity to be the first point of contact for our members and provide mentorship to a dedicated team. You will have the chance to develop and implement innovative solutions, ensuring flawless service delivery and contributing to the overall success of our organization.

• Workload Management: Ensure the delivery of specific workloads and manage the coordination of MEx projects.
• Correspondence Checking: Review non-standard correspondence.
• Error and Complaint Management: Handle errors and complaints optimally and in accordance with agreed processes.
• Team Supervision: Supervise, train, coach, and mentor staff.
• Support to MEx Team Manager: Assist team members and provide support to the MEx Team Manager.
• Work Authorization: Check and authorize other administrators' work.
• Meeting Attendance: Attend Trustee and ad hoc client meetings as the need arises.
• Work Accuracy: Ensure work is processed accurately and in a timely manner.
• Prioritization: Prioritize work to maintain Service Level Agreements.
• Monitoring and Feedback: Assist with monitoring contacts and case work for mentor, training, and feedback purposes.
• Client/Member Queries: Take care of non-standard client/member queries.
• Additional Duties: Carry out other duties and take on additional responsibilities as agreed.
• Timesheet Completion: Ensure timesheets are completed daily.
• Goal Updates: Update agreed goals on a monthly basis.
• Performance Feedback: Provide feedback to the MEx Team Manager on staff performance and progress against goals.
• Knowledge Sharing: Be available for training new MEx Associates, rolling out call processes, and crafting training material.
• Call Flow Monitoring: Monitor and report on real-time call flow and provide historical call reporting when required.

Qualifications, Knowledge, and Experience:

• Contact Centre Experience: Strong experience working within a contact centre environment at a supervisory or managerial level.
• Customer Service Experience: Minimum of 3 years of customer service experience.
• Pensions Experience: Desirable but not essential.
• Eligible to work in the UK

Skills:

• Customer Service: Customer service-centric with a logical approach to problem-solving.
• Data Management: Ability to process, collect, and input data and information.
• Time Management: Excellent time management skills.
• Prioritization: Ability to prioritize workloads with conflicting importance, keeping to deadlines and service levels.
• Attention to Detail: High attention to detail.

Communication:

• Client Communication: Promptly and professionally communicate with clients and scheme members via letter, email, and telephone.
• Literacy Skills: Strong literacy skills.
• Colleague Communication: Communicate effectively with colleagues.
• Feedback: Confidence in providing feedback.

Customer Service:

• Exceptional Service: Ensure the team always provides exceptional customer service.
• Accountability: Accountability to clients, members, and management.

Interpersonal Skills:

• Independence: Ability to work independently.
• Team Management: Ability to manage team member workloads.
• Self-Motivation: Self-motivated.
• Change Champion: Be a champion of change and provide ideas for efficiencies.

Information Technology:

• Computer Literacy: Proficient in the use of Office Systems, e.g., Microsoft Office.
• Pension Systems: Strong working knowledge of pension administration systems.

People Management:

• Mentorship: Act as a mentor to Senior MEx Associates.
• Motivation: Provide positive reinforcement to motivate direct reports.
• Review Meetings: Arrange and document quarterly review meetings with direct reports.

Generic Management Responsibilities:

• Compliance: Comply with all Corporate Policies & Procedures (CPPs) and be aware of current regulatory and legal obligations. Report any suspected breaches to the MEx Team Manager immediately.

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