This role is primarily responsible for overseeing the operations of the Support Centre.
The Job Holder reports to the Director, Pension Service Department and oversees the Pension Support team.
Duties & Responsibilities
§ Oversee the daily operations of the Pensioner Support Centre, ensuring that objectives are achieved.
§ Oversee development and implementation of service quality management policies, practices and processes.
§ Initiate and promote continuous improvement of Support Centre procedures, processes and standards.
§ Provide first line support for all pensioner queries.
§ Ensure a proactive and focused approach, providing a responsive, sensitive and professional service experience to pensioners.
§ Monitor Support Centre personnel including effective resolution of queries while encouraging strong performance culture.
§ Provide feedback to the rest of the Department on emerging and anticipated pensioner issues.
§ A Bachelor’s degree in psychology, Social Science or any related discipline.
§ Relevant professional qualification will be an added advantage
§ A minimum of 12 years work experience in which at least 2years should have been in a management position.
Key Competency Requirements
§ Ability to make business decisions to drive performance and quality
A good knowledge of the rules, regulations and laws governing pension administration in the public sector.
Qualified and Interested persons should send Applications to: firstname.lastname@example.org or email@example.com stating how their skills, knowledge and experience make them suitable, and addressing the person specifications highlighted above. The suitability statement should not exceed a page and must appear on the first page of the CV, which must be saved in Microsoft Word and as applicant's full name. The subject of the mail should be the job position and code being applied for.
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