Customer Services Team Manager

£45,000 – £50,0000

Location: Birmingham, with potential for hybrid working arrangements

MERJE is seeking a highly skilled Customer Services Team Manager – Retirement for a leading financial services company. This role offers an exciting opportunity to lead a team within Customer Operations, ensuring high-quality service delivery and optimal customer satisfaction in the retirement and pensions sector.

This established financial services provider specialises in personal pension plans and retirement solutions. With a strong focus on customer-centric operations, the company is committed to delivering market-leading service and innovative retirement products to its diverse clientele.

The Role

As Customer Services Team Manager – Retirement, you will lead a team of up to 16 direct reports, overseeing the administration of the Retirement Journey for all personal pension plans. This role offers a competitive salary, comprehensive benefits package, and the opportunity to shape customer experiences in a dynamic financial environment.

Key Responsibilities:

• Manage and lead the Retirement team, ensuring all SLAs and quality standards are met
• Oversee the end-to-end payment cycle, including the Payroll function for pensions
• Submit regular reports to FCA via Gabriel and pension access details to ABI
• Develop and maintain market-leading service for both phone and administrative tasks
• Implement continuous improvement strategies to enhance customer satisfaction

Required knowledge and experience:

• Significant pensions management experience, including Retirement Journey administration
• Excellent understanding of personal pensions and relevant offerings
• Strong leadership skills with demonstrated team management experience
• Professional qualifications including CF1 / FA2
• In-depth knowledge of pension taxation and regulatory requirements

If you are an experienced Customer Services Team Manager – Retirement looking for a challenging role in a dynamic financial services environment, we want to hear from you. Apply now to take your career to the next level!

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Applicants must be located and eligible to work in the UK without sponsorship.

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