About This Role

Summary of the role

To provide an efficient and accountable technical support service, through overseeing and processing very complex work items, scenarios, complaints and/or related issues; including processing any queries received from a scheme trustee, administrator working on behalf of the trustees or outsourcing partners regarding more than one member in a scheme, where payments are made direct to members. Contribute to the operational effectiveness and overall service levels within a range of functions that support our business and our customers.

What you'll be doing

• Support operations teams, providing guidance, accuracy, and technical resolutions across a range of products/workgroups.
• Proactive knowledge sharing and feedback, and support of identified training needs within respective teams/product areas.
• Where required, deliver against planned PCO/Project tasks (i.e. Regulatory and Business Changes), contributing to the growth, operational quality & customer outcomes throughout our business.
• Process queries received from a scheme trustee, administrator working on behalf of the trustees or outsourcing partners regarding more than one member in a scheme, where payments are made direct to members
• Contribute to the overall wealth of team knowledge and understanding by sharing lessons learnt and/or technical expertise through collaboration, team meetings, coaching, or focussed workshops.
• Provide peer review and quality assurance of any internal and external documentation deliverables.
• Timely completion of technical referrals, notifiable event/incident investigatory tasks, audit activity, QA, and any accountable business process updates.
• Able to provide/decipher management information in relation to performance/progress. Highlighting and mitigating risk.
• Maintain and develop knowledge of specific product groups, challenges, and regulatory requirements, earning a trusted specialist stats in that area, as well as broadly supporting other groups.
• Creation, ownership, and approval of Business Process Guides, DAR Outputs and literature.
• Build and maintain effective /professional working relationships with colleagues and customers. Focusing on service quality and productive processes.
• Complete any training/certifications required in relation to identified tasks/responsibilities. Attend user groups and training that supports business progression and/or personal development.
• Support Operational and team management where required, providing ownership of tasks, building data, or providing escalation support.
• Lead by example, helping build a culture of proactive/creative thinking, 'customer first' understanding, and innovative ideas that support improved functionality/practises.

What we're looking for

• Planning and Organising
• Process skills
• Communications and Relationships
• Analytical skills
• Process & system knowledge
• Product knowledge
• Commercial Knowledge
• Knowledge of Legislation/Regulations
• Minimum of 3 years in a customer service role with an aptitude for technical understanding and knowledge building.
• A good understanding of FCA compliance regulations, internal processes, and systems functionality.

The hiring manager to contact is: Julie Dredge Email: julie.dredge@diligenta.co.uk

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