Senior Client Support 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.

Are you passionate about providing exceptional customer service and have experience in the financial services sector? Arthur J. Gallagher, the third largest insurance brokerage company in the world, is seeking a dedicated and detail-oriented Senior Member Experience Advisor to join our team.

As a Senior Member Experience Advisor, you will be the first point of contact for members with queries regarding their benefits held within the pension scheme. You will provide members with support and guidance on Portal management, benefit information, admin processes, and initiate case creation for members when needed.

Key Responsibilities:

• Manage pend processes, including issuing chasers, updating members, escalating non-responses, and auditing use of pends.
• Support complaint management by acknowledging complaints, keeping members updated, and ensuring cases progress.
• Process initial death cases, including indexing death cases received by phone, suspending pensions, and providing status updates for non-pensioners.
• Perform outbound contact work to keep members and authorised parties up to date and follow up on CSAT reviews.
• Offer bespoke member experiences based on their scheme enrolment.
• Provide market-leading customer experience, service, and query resolution to all contacts.
• Handle 3rd party contacts such as independent financial advisors and receiving schemes.
• Work with your Team Leader to improve competency levels where required.
• Peer review work of Member Experience Advisors and complete associated cases.
• Monitor and report on real-time call flow and provide historical call reporting to illustrate trends and results.
• Assist in call monitoring and quality assurance when required.

• Previous customer service work within a contact centre or retail/financial environment (Essential) – ideally 2+ years.
• Experience working within a financial services provider/company (Desired).
• Experience working within regulatory guidelines (Essential).
• Experience in pensions administration (Desired – training available where required).
• Excellent time management skills.
• Attention to detail.
• Strong literacy skills and ability to professionally communicate with scheme members via telephone and other channels.
• Objection handling skills.
• Ability to communicate effectively with colleagues.
• Desire to provide exceptional customer service.
• Ability to work independently and as part of a team.
• Champion of change with ideas to create more efficiencies.
• Computer literate in the use of Office Systems, e.g., Microsoft Office for word processing, spreadsheets, etc.
• Quick learner able to become versed in the use of pension administration systems.

#LI-TM2

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days
• Defined contribution pension scheme, which Gallagher will also contribute to
• Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x
• Income protection, we’ll cover up to 50% of your annual income, with options to top up
• Health cash plan or Private medical insurance

Other benefits include:

• Three fully paid volunteering days per year
• Employee Stock Purchase plan, offering company shares at a discount
• Share incentive plan, HMRC approved, tax effective, stock purchase plan
• Critical illness cover
• Discounted gym membership, with over 3,000 gyms nationally
• Season ticket loan
• Access to a discounted voucher portal to save money on your weekly shop or next big purchase
• Emergency back-up family care
• And many more…

We value inclusion and diversity

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities.

We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don’t worry, we’re here to help, however, we can only do this if you let us know.