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- Support our client’s membership through the transition of services from their current provider to LifeSight.
- Participating in all aspects of client complaints administration from the initial request through to completion and the final resolution.
- Ensuring your casework is undertaken on time whilst adheres to our quality standards.
- Building and maintaining technical, procedural, process and client knowledge.
- Demonstrate a detailed understanding of the factors both regulatory and legislative which influence the administration of a DC Master Trust
- Learning to understand the interdependencies between key deliverables.
- Being a point of reference on technical issues, non-standard cases and cross business-related queries.
- Oversight of the team’s casework when called upon.
- In conjunction with the Team Leader, ensuring that LifeSight service standards and performance metrics are achieved.
- Ensuring accuracy of time recording
- With professionalism, developing strong relationships and trust with both external and internal stakeholders such as client account managers, LS Client Relationship Managers (CRMs) and the broader LS business teams.
- Responsible for the adherence to the change, complaints, quality assurance and operational excellence frameworks enabling the delivery of a quality service.
- Continuously seeking to identify areas where the service to clients and members could be improved and recording the detail via the continuous improvement forum.
- Adherence to the change control process and ensuring accuracy of the process and delivery to time and cost targets.
- Championing the agile way of working and continuous improvement – leading by example.
- Escalating areas of concern to the Teams Leader as appropriate.
- Training, supporting, and mentoring colleagues, as appropriate, across team.
- Working with your team and the business to create a positive working environment.
- Partnering, collaborating, and contributing to team cohesion and wellbeing, which is paramount.
- Investing in own wellbeing and development, with support from Team Leader
- Participating and contributing to daily stand ups / huddles, team meetings and retrospectives.
- Deputise in the absence of the Team Leader.
- LS have a one team mentality - team harmony whilst delivering constantly with quality, is key to values.
- Demonstrable experience of dealing with DC occupational pension schemes.
- Excellent time management skills with the ability to organise and prioritise own workload and diary manage.
- Customer and quality focused.
- Excellent interpersonal skills to include good written and verbal communication.
- Able to work to a high level of accuracy.
- Experience of coaching and supporting colleagues.
- Enthusiasm and keen to thrive and drive delivery in a busy, demanding and changing environment.
- Takes accountability for maintaining their technical competence.
- Excellent written and verbal communication skills
