Fidelity's UK Retail & DC business manages or administers £70bn of customers' assets. The business supports the investment needs of more than one million UK customers across four channels: Personal Investing; Retail Funds; FundsNetwork and DC & Workplace. Already a leading provider in the mutual funds, advised platform, direct-to-consumer and DC pensions markets, the business has ambitious growth plans. By combining its distribution strengths with the investment expertise of the Fidelity group, the business is ideally positioned to fulfil its goal of becoming a leading UK provider of retirement solutions.
The Pensions Service Centre is the first point of contact for all members, IFAs and selected administrators ('authorised callers') of DC full service clients / schemes looking to access information regarding a Pension. You will work in a friendly, highly skilled team dedicated to providing industry leading client service.
Our long-term vision places customer experience and talent development at its heart. We are excited by innovation, take pride in developing market-leading products and have an organisation defined by our highly motivated employees. We value integrity and help provide the right opportunities for people who are eager to drive their own career.
Purpose of your role
Answering inbound queries relating to the administration and servicing of pension accounts with a strong customer orientation ensuring our excellent service standards are met. To answer queries in a friendly and professional manner, making sure all aspects of the request are fully addressed and provide relevant additional information as appropriate. The role includes providing up-to-date information on a wide variety of subjects related to the member's account information including: investment fund options, fund prices and general enquiries on processes.
Provide clear and concise information to Defined Contribution schemes members, administrators and IFAs who will contact the Pensions Service Centre Helpline Provide up-to-date information on a wide variety of subjects related to the administration of the member pensions accounts including:
Plan details and member account information
Products, investment fund options, fund prices
General enquiries on processes, forms, etc.
Switching existing balances
Change allocation of future contributions
Perform ad hoc administrative account amendments (e.g. address change) accurately and in a timely manner Keeping required knowledge up-to-date with the information provided both by line management as well as other means such as the intranet, regular member magazines or mailings etc.
Experience and Qualifications Required
A passion for client service and the ability to act as a highly competent client contact for administrative, reporting and customer processing matters A confident, driven, articulate individual with excellent communication and social skills A customer focused, enthusiastic character who works with integrity and respect Someone who always takes ownership of a problem and finds a resolution suitable for all stakeholders
Previous telephone experience in a customer service environment Knowledge of the UK asset management and pensions industry Team player who can gain the support and commitment of internal and external members, client or service partners A proactive approach to internal relationships with an analytical, enquiring mind and a willingness to learn Willingness to question processes with a view to innovate and improve client service delivery 'Can do' attitude reflected in pro-active problem resolution skills and frequent follow-up Accuracy and attention to detail in all aspects of service delivery, documentation and reporting Demonstrate a high level of commitment to the role, professionalism and maturity Good organisational skills - ability to 'multi-task' Proficiency in major MS Office Applications (Word, Excel) Knowledge of the key FIL systems is an advantage