HR Admin Operator 6941
Adecco are currently recruiting for a HR administrator in Poole
HR Representative (Pensions)
Our clients HR team in Poole is recruiting an HR Helpdesk Representative for their pensions function. Key to this role will be to provide a professional and consistent first line support to client businesses and all beneficiaries of the Clients Pensions Benefits Scheme to meet requirements of current policies and procedures. As the HR Helpdesk Representative, you will own the relationship between the enquirer and the Pensions Back Office department to educate the enquirer on the benefits of self service through the Portal and website as and when available.
To provide an accurate first line assistance to members of the pension schemes or other users via the call handling system, e-mail, post, fax and other mediums including scripted common approaches.
To fulfill commodity queries either "One and Done" or by following due Contact Centre processes or forward cases or warm transfer the more complex pension related enquiries, whilst ensuring an acceptable service level and grade of service is delivered to all cases.
Provide professional and courteous service while ensuring problem resolution and customer satisfaction. Deliver and promote superior service in handling problems and complaints.
Promote strong service delivery ethos within the Pensions Contact Centre environment and 'own' the relationship between the caller and Pensions Back Offices.
Promote and encourage the use of customer self service capabilities by proactively using contact opportunities to coach and educate customers on available self-service products, as and when available.
Actively seek ways to build an effective and professional relationship with members, internal and external contacts, grasping every opportunity to gain customer insights on service delivery & to market shared services.
Proactively seeks feedback to progress own development within the role and takes ownership to enhance knowledge through asking questions and various informative mediums..
To support others within the team by understanding and sharing workloads and capabilities of other colleagues.
Ensures knowledge levels are kept up to date by reading and understanding information provided verbally or through written documentation.
Contributes to continuous improvement processes in order to enhance the quality of service provided and the individual customer experience, whilst embracing the lean concepts.
Skills and experience
Knowledge and understanding of UK pensions products and services, preferably.
Important to understand the different types of Businesses supported by the Contact Centre and supporting areas. Ability to build relationships across teams and with callers.
Must be able to show experience of initiating process improvements. Ability to work to agreed processes and procedures, whilst being able to challenge when appropriate.
Having worked in a customer facing role with experience in Administration preferably within a Pensions or Contact Centre environment (an advantage).
Must show confidence and have the ability to take the lead whilst dealing with telephones calls within the Contact Centre. Able to take a lead from others and understand tasks within the Contact Centre. Ability to work under own initiative
Please apply through the Advert
Adecco is an equal opportunities employer .If you do not hear from one of our consultants within 7 days of applying for this role, please assume you have been unsuccessful in this instance. Your CV will be kept on file and you will be considered for future vacancies that match your skills.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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