Principal Member Experience Associate in Bristol

Job description

Discover a world of endless possibilities at Gallagher Benefit Services, where you'll have the power to shape the future of workplaces across industries. As a member of our team, you become the driving force behind positive change, helping clients build environments where employees thrive. Embrace the opportunity to impact lives, unlock potential, and create a legacy of remarkable transformation.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

At GBS Buck, we recognize that experience plays a crucial role in making a significant impact. As a Principal MEx Associate, you will be instrumental in shaping the future of our member experience (MEx) team. This position welcomes candidates with MEx or equivalent experience, offering the opportunity to be the first point of contact for our members and provide mentorship to a dedicated team. You will have the chance to develop and implement innovative solutions, ensuring flawless service delivery and contributing to the overall success of our organization.

• Workload Management: Ensure the delivery of specific workloads and manage the coordination of MEx projects.
• Correspondence Checking: Review non-standard correspondence.
• Error and Complaint Management: Handle errors and complaints optimally and in accordance with agreed processes.
• Team Supervision: Supervise, train, coach, and mentor staff.
• Support to MEx Team Manager: Assist team members and provide support to the MEx Team Manager.
• Work Authorization: Check and authorize other administrators' work.
• Meeting Attendance: Attend Trustee and ad hoc client meetings as the need arises.
• Work Accuracy: Ensure work is processed accurately and in a timely manner.
• Prioritization: Prioritize work to maintain Service Level Agreements.
• Monitoring and Feedback: Assist with monitoring contacts and case work for mentor, training, and feedback purposes.
• Client/Member Queries: Take care of non-standard client/member queries.
• Additional Duties: Carry out other duties and take on additional responsibilities as agreed.
• Timesheet Completion: Ensure timesheets are completed daily.
• Goal Updates: Update agreed goals on a monthly basis.
• Performance Feedback: Provide feedback to the MEx Team Manager on staff performance and progress against goals.
• Knowledge Sharing: Be available for training new MEx Associates, rolling out call processes, and crafting training material.
• Call Flow Monitoring: Monitor and report on real-time call flow and provide historical call reporting when required.

Qualifications, Knowledge, and Experience:

• Contact Centre Experience: Strong experience working within a contact centre environment at a supervisory or managerial level.
• Customer Service Experience: Minimum of 3 years of customer service experience.
• Pensions Experience: Desirable but not essential.
• Eligible to work in the UK

Skills:

• Customer Service: Customer service-centric with a logical approach to problem-solving.
• Data Management: Ability to process, collect, and input data and information.
• Time Management: Excellent time management skills.
• Prioritization: Ability to prioritize workloads with conflicting importance, keeping to deadlines and service levels.
• Attention to Detail: High attention to detail.

Communication:

• Client Communication: Promptly and professionally communicate with clients and scheme members via letter, email, and telephone.
• Literacy Skills: Strong literacy skills.
• Colleague Communication: Communicate effectively with colleagues.
• Feedback: Confidence in providing feedback.

Customer Service:

• Exceptional Service: Ensure the team always provides exceptional customer service.
• Accountability: Accountability to clients, members, and management.

Interpersonal Skills:

• Independence: Ability to work independently.
• Team Management: Ability to manage team member workloads.
• Self-Motivation: Self-motivated.
• Change Champion: Be a champion of change and provide ideas for efficiencies.

Information Technology:

• Computer Literacy: Proficient in the use of Office Systems, e.g., Microsoft Office.
• Pension Systems: Strong working knowledge of pension administration systems.

People Management:

• Mentorship: Act as a mentor to Senior MEx Associates.
• Motivation: Provide positive reinforcement to motivate direct reports.
• Review Meetings: Arrange and document quarterly review meetings with direct reports.

Generic Management Responsibilities:

• Compliance: Comply with all Corporate Policies & Procedures (CPPs) and be aware of current regulatory and legal obligations. Report any suspected breaches to the MEx Team Manager immediately.

#LI-TM2

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

TAGlobalSupport@ajg.com

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.

Extra information

Status

Open

Education Level

Secondary School

Location

Bristol

Type of Contract

Casual / Part Time Jobs

Published at

02-12-2024

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English