Customer Services Executive- Peoples Partnership

Description Team Leader – Transfers

About People’s Partnership:

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone\’s a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We\’re a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What you\’ll be doing:

Our Customer Services team are the heart of People’s Pension, making sure our customers receive excellent service and technical support. We’re looking for a dedicated Team Leader to oversee a high-performing customer service and technical support team at People’s Partnership. In this role, you’ll ensure the delivery of exceptional, tailored service throughout the customer lifecycle, fostering trust and satisfaction among customers, advisors, and third parties. You’ll be responsible for monitoring staff competence, supporting professional development, and driving team progression. As a key contributor to departmental goals, you’ll champion our Treating Customers Fairly (TCF) principles in everything you do.

Key Responsibilities:

Responsible for the team’s performance against agreed objectives and key performance indicators. To ensure exceptional levels of service are delivered within agreed service levels.
Ensure resources are directed in an appropriate way to maximise productivity to achieve agreed service levels. Be responsible for recruiting new team members and taking part in the interview process.
Lead and manage staff in line with company policies and procedures, including training (regulatory and company) & development, 1 to 1’s, performance appraisals and disciplinary & grievance issues.
Take ownership of the management of relationships with customers, Business Partners, IFA’s and Strategic Partners including third party providers, to ensure all service/ technical enquiries/issues are resolved to the customers satisfaction by whatever means appropriate – phone, webinars, face-to-face, pension seminars etc.
Responsible for the recording and analysis of team productivity and quality statistics. Use management information to measure workflow and staff performance. Identify training needs and arrange/provide coaching and technical support to team members.
Encourage self-development of team members and provide feedback as appropriate. Proactively develop individuals to maximise their ability.
Contribute to updating operating procedures for all administration activities and ensure all staff are trained/aware prior to implementation.

What we’re looking for:

Qualifications – Achieved or working towards the following:
Certificate in Financial Administration (CF1)
Certificate in Financial Administration (FA2) Must be obtained in line with the Overseer T&C requirements
Experience working in an operational pensions’ environment or financial services environment.
People Management
Good working knowledge of Microsoft Office
Knowledge of pension legislation (particularly auto enrolment)
Excellence in Customer Services

Desirable Qualifications:

PMI Certificate in Auto Enrolment
Other relevant financial services qualifications
Experience of employer/employee pension communications

What you can expect from us:

Generous pension contributions with an employer contribution of up to 14%
Real living wage
Income protection, critical illness cover & death in service insurance
Employee healthcare
Parental and adoption leave
Learning & development opportunities and study support
Travel season ticket loans
Subsidised restaurant in our Crawley office
Volunteering days and charity payroll giving
Onsite gym
Ride-to-Work scheme
Social clubs and events

Disability Statement

People\’s Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People\’s Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”. Perks Our people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of People\’s Partnership\’s employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career.

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