Employer: Trafalgar House 

Apprenticeship Standard: Workplace Pensions Level 3 

What you’ll be doing:

Reporting to the Lead Associate or Team Manager, you’ll be contributing to the success of Service Delivery Team by providing support to our clients and scheme members. You’ll also be working towards your professional accreditations.

You’ll be responsible for:

• Providing a service that our clients consider to be ‘first class’, and doing so to agreed measures and timescales
•  Completing all the required modules, evaluations and exams needed to pass the PMI accreditation
•  Communicating with scheme members and third parties through the call handling system, e-mail, post and other channels
•  Building knowledge and following policies and process of ISO 27001 and understanding where you can access them
•  Ensuring the appropriate level of data quality is maintained within the workflow management systems
•  Promoting and encouraging the use of customer self-service capabilities by proactively using contact opportunities to coach and educate customers
•  Undertaking periodical and ad-hoc administrative tasks and projects as required
•  Learning and understanding our pension systems, including IntelliPen and Puzzel
•  Actively seeking ways to build effective and professional relationships with scheme members as well as various internal and external contacts
•  Prioritising your workload and taking ownership of your daily tasks
•  Grasping every opportunity to seek feedback and gain customer insights to help you enhance your knowledge and progress your own development
• Producing (with support) accurate written correspondence to deadlines
•  Learning how to calculate pension benefits and work through various workflows and tasks.

To succeed, you’ll be:

• A good team player
•  Studying for your PMI qualifications
•  Have a strong desire to learn and develop within the role and company
•  Organised and with a flexible attitude to change
•  Able to work under your own initiative, showing attention to detail
•  Able to Deliver, dealing with challenges and meeting targets
•  Capable of demonstrating you Care by building great relationships across teams as well as with scheme members and third parties
•  Enthusiastic and dedicated
•  Progressive and willing to suggest and share new ideas and opportunities for change
•  Able to act with Integrity by doing the right thing.
•  Committed to maintaining confidentiality at all times