Associate

• Field queries via incoming telephone calls and other customer contact channels as the need arises.
  
• Manage pend management by issuing reminders, updating members, advancing non-responses, and auditing use of pends.
  
• Handle incoming chasers, ensuring contact is acknowledged and cases are sophisticated where appropriate.
  
• Support complaints by acknowledging them, keeping members updated, and ensuring cases progress within system constraints.
  
• Process initial death cases received by phone, suspend pensions, and update the status for non-pensioners.
  
• Perform outbound contact work when necessary to keep members and authorized parties up to date and follow up on CSAT reviews.
  
• Provide customized member experiences based on scheme enrollment, ensuring a best-in-class customer experience and query resolution.
  
• Communicate comfortably with third-party contacts such as independent financial advisors and receiving schemes.
  
• Follow strict ID&V processes to keep member information secure and disclosed only to authorized individuals.
  
• Adhere to FCA, GDPR, and relevant regulatory guidance/rules in every contact to minimize business risk.
  
• Maintain a high level of understanding of pension admin processes to manage expectations and explain processes clearly.
  
• Be aware of team availability and adjust your own availability as needed.
  
• Produce clear, concise notes of all call contacts and ensure accurate record keeping.
  
• Follow all call processes in line with business expectations.
  
• Be aware of your own proficiency levels and work with your Team Leader to improve as necessary.
  
• Peer review of Customer Service Advisor work and completion of associated cases.
  
• Monitor and report on real-time call flow, ensuring successful SLA achievements.
  
• Provide historical call reporting to the Team Manager to illustrate trends and results.
  
• Participate in knowledge-sharing tasks, such as training new Member Experience Advisors, rolling out call processes, and crafting training materials.
  
• Assist in call monitoring and quality assurance when required.

• Previous customer service experience within a contact center or retail/financial environment (2+ years preferred).
• Experience in financial services (desired) and regulatory guidelines (essential).
• Pension administration experience (desired, training available).
• Excellent time management skills and attention to detail.
• Professional communication skills for handling queries via telephone and other channels.
• Strong objection handling and literacy skills.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office and quick learning abilities for pension administration systems.
• Align with all Corporate Policies & Procedures (CPPs).
• Be aware of current regulatory and legal obligations of the function.
• Report any suspected breaches to your Team Leader immediately upon discovery.
• Eligible to work in the UK

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.

Should you require reasonable adjustments to your application, please get in touch with [email protected] . If you’d prefer to speak on the phone, please request a call back, leaving details, so we get in touch.

Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.