Experience

Target Professional Services (UK) Ltd

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Head Of Client Services

  • Nov 2015 - Present

  As a Client Manager I work with our clients and prospects to provide innovative solutions to data accuracy and compliance to GDPR around Common Data. In this role I can utilise my past experience in the pensions industry to suggest practical and cost effective tracing methods to our clients. this is both a communication and solution based role where a good overview of Trustees needs and knowledge of changes within the industry is essential. In working with a small but highly skilled company we can adapt to the market to be the best.

• Trace Investigator

  • Apr 2015 - Nov 2015

  I work as part of a team providing support services to the pensions industry. This role is primarily about tracing pension scheme members who's whereabouts is unknown to Trustees. I am able to used my past pensions experience to assist in day to day business between Target and their clients.



Capita

• Canada
• Financial Services
• 1 - 100 Employee

• Pension Specialist

  • Oct 2014 - Apr 2015

  Administer Defined Benefit and CARE schemes on behalf of Capita clients. Implement scheme change and legislative requirements to deliver an efficient and accurate service. Manage the retirement process using a workflow system linked to the scheme database to deliver an effective service to the client and act as a point of contact to the scheme membership to resolve problems. Key achievements - Responsible for retirement events after only a few months. - Received thank you letters from members in resolving problems delaying their retirement event.



Checkatrade

• United Kingdom

• Complaints Handler

  • Apr 2014 - Oct 2014

  Complaint and dispute resolution between customers and clients mostly relating to the building trade. Manage complaints to completion and establish fact and where service failure had arisen to deliver best service. Work with multiple clients and industry regulators as well as Trading Standards teams throughout the UK. Complaint and dispute resolution between customers and clients mostly relating to the building trade. Manage complaints to completion and establish fact and where service failure had arisen to deliver best service. Work with multiple clients and industry regulators as well as Trading Standards teams throughout the UK.



Mercer

• Portugal
• IT Services and IT Consulting

• Complaint/Dispute Specialist - Error and Ommissions Team

  • Apr 2008 - Jan 2014

  I assisted in the creation of a complaints/E&O team within Mercer in 2008 establishing best practice and soft call handling skills for managing complaint cases with a focus on exceptional service and putting the customer first. As the team developed I assisted with root cause analysis where problems were identified with certain processes which were enhanced to improve member satisfaction. Primarily I was responsible for dispute and complaint cases from both scheme members or Mercer clients. I would work on disputes covering all Mercer UK administration services clients and any type of scheme. The nature of the work required an understanding of all pension events as well as a clear understanding of company processes and agreed service level agreements with clients. In addition I needed to be aware of FCA and Pension Ombudsman expectations of Mercer. Key achievements:- Working on major disputes directly with the CEO to achieve a satisfactory outcome and maintain reputation.- Numerous compliments received from assisting with disputes from both colleagues and members.- Suggest process improvements which were taken forward by the business.- Spot and reduce risk to Mercer.

• Client Relationship Manager

  • Apr 2001 - Apr 2008

  Responsible for the smooth running of pension administration services for a range of Mercer clients, My clients varied from FTSE 100 key clients to well known organisations covering a range of professions and industries. My responsibility was to treat each client as the individual and valued company they are and offer a bespoke yet value for money service. I would implement requests from my clients, scope resource internally and bill clients. The role included attendance at Trustee meetings where I would talk through performance and raise opportunities and action points with trustees. This was a communication focused role where I had dialog with both members, and client contacts/trustees.Key achievements:- Working with a top 5 client as their primary contact for administration services.- Oversee client projects managing teams to complete the task.- Attend Trustee meetings, eventually leading meetings for some clients.

• Senior Pension Administrator

  • Apr 1996 - Mar 2001

  Having joined Mercer as an administrator I progressed up to senior administrator before then moving into client roles where I wanted to develop further skills. Here I worked with a number a clients although throughout my specialist area was DB arrangements. This role coved all events - refunds, deferreds, transfers, retirements and death. In addition through this position I gained experience of annual events such as benefit statements and renewals. This was a team focused role where I built relationships with clients and worked with colleagues to achieve results. Key achievements:- Working with a top 5 Mercer client.- Implementing large scale growth to the scheme where new sections joined.- Handing installations of new business.



West Sussex County Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• Pension Administrator

  • Sep 1989 - Mar 1996

  I started my career at West Sussex County Council. My first role was in the Treasury Team working in the pensions office where I would calculate benefits, write letters and speak with customers explaining benefit entitlement. I worked in a small team and assisted on major projects such as retrospective part time service entitlement. It was here I first gained pension experience and understanding of defined benefit arrangements. I moved internally to the Social Services Department where I was employed as a finance assistant in the Child Care Team. I ran the foster care payments system and would work with Social Workers across the county to make payment to families, often at short notice. It was important in this role to build relationships with colleagues, carers and homes to provide a first class service.