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Job Description:

Work towards overall goals of the team in achieving excellent customer service in line with procedural and Service Level requirements, processing Change of Address, Name, Gone Aways, Outstanding premium letters and providing Valuation, Quotation and Projections, General Policy Details, General Policy Amendments / Corrections, Wakeup Packs / Ad-hoc Packs, Record Mismatch / Suspense corrections, Dealing with Multiple Exception reports
Be available to answer member queries within the agreed SLA targets across multiple communication channels
Adhere to Quality Management Systems and comply with regulations and policies from Capita and relevant regulatory bodies
Take ownership of personal and performance development undertaking all relevant training courses, including Mandatory e-learning, to improve and retain pensions and internal systems knowledge and capability
Identify and report risks, complaints, and breaches immediately / within deadlines, to line management and/or the Operational Risk & Compliance Department

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