Head of Customer Resolutions, Training and Technical Services

Head of Customer Resolutions, Training and Technical Services

Location: Croydon office location with Hybrid working

Salary: £80,000 to £90,000 per annum plus Civil Service Pension

Contract Type: Permanent

Position type: Full Time

Our client protects millions of people in the UK who belong to defined benefit pension schemes. When these schemes fail, they’re ready to help.

They do this by paying their members, by charging a levy and by investing sustainably. Their work has a real impact on people’s lives, so they strive to do it well, with integrity and their future in mind.

Further to an internal promotion, they are delighted to announce that they are looking for a new Head of Customer Resolutions, Training and Technical Services.

Forming part of an inspiring senior leadership team, this position will be responsible for providing motivational, member-focused direction for resolving customer complaints, implementing changes to member data and compensation levels (e.g., in response to legal judgments), and training, quality assuring and providing technical advice to the pensions administration teams and contact centre.

They are looking for an individual that has senior level experience of defined benefit (DB) pensions within at least one of the following areas: complaints handling, training and quality assurance and/or DB pensions technical advice. They will be able demonstrate strong customer service and written communication skills, an analytical ability to interpret information and formulate sound judgements, and a proven track record of working collaboratively with senior stakeholders (e.g., lawyers or non-Executive Board members) both internally and externally.

This position requires an individual that has significant leadership experience as they will be leading a team of c.30. They will need to be able to motivate and develop teams, delegate, and share knowledge and skills effectively.

Sound like you? Apply now.

In return for your skills, experience and commitment they’ll give you a challenging role within a business where you’ll get the support you need to develop your career.

They’ll also give you lots of opportunities for personal development and skills training.

Their Croydon office is just across the road from East Croydon station, which is around 15 minutes from Victoria or London Bridge, 10 minutes from Clapham Junction or half an hour from St Pancras.

They’re proud to be a Disability Confident Leader, the highest accreditation under the Disability Confident Scheme. If you have a disability and meet the essential criteria for this role you will be guaranteed an interview.

They embrace diverse talent welcoming people with different beliefs, backgrounds and ways of working. Whatever your background, and however you identify, you’ll be welcome there.

They’re happy to talk about flexible working

No agencies please.