HR Generalist – Consultant
A La C.A.R.T.E. CFO Advisory Solutions
Deputy Team Manager, Customer Service – Pensions
interactive investor
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Drive day-to-day success of the Customer Service Team handling pensions and pensions-related queries.
- Provide daily guidance, support, and coaching to Customer Service Representatives, including Training & Competency checks and tailored feedback.
- Collaborate closely with Customer Service Managers on people management tasks, including one-to-ones, return-to-work interviews, performance reviews, and HR processes.
- Partner with fellow Deputy Team Managers to share best practices, coordinate resources, and deliver on shared objectives.
- Support Grad Bay training transitions from classroom to live environments and ensure ongoing pensions-specific development.
- Drive team performance to meet or exceed departmental KPIs, service levels, and quality standards with a customer-first approach.
- Leverage pensions expertise to deliver accurate, compliant, and empathetic solutions to customers.
- Lead by example to promote company values, contribute to positive workplace culture, and step up to cover absences as needed.
Requirements
- Proven experience in customer service roles focused on pensions administration, pensions products, or pensions-related queries, with a consistent track record of meeting or exceeding performance goals.
- Strong technical knowledge of pensions regulations, schemes, and processes, with the ability to coach and develop others in this area.
- Demonstrable passion for coaching and mentoring, with a natural ability to motivate and develop team members at varying skill levels.
- A proactive learner, eager to develop leadership and HR-related skills, preparing for future managerial responsibilities.
- Excellent interpersonal and communication skills, capable of building rapport with colleagues, peers, and customers across all levels.
- Strong problem-solving skills, a solutions-focused mindset, and the ability to anticipate and resolve challenges efficiently.
- Resilience and composure under pressure, with the flexibility to adapt to evolving business needs in a dynamic environment.
- A genuine customer-centric approach, focused on delivering high-quality service with attention to detail and empathy in every interaction.
