NHS Pension Case Handler - Capita – NHS Pensions - United Kingdom
(2023-01)
Work remotely to manage a diverse caseload of NHS Pension applications while ensuring all work is completed accurately, efficiently, and within agreed service level targets.
- Process a wide range of pension transactions, including Joiners, Leavers, Opt-Outs, Annual Allowance, Locum cases, IP14, SS14, POL Adjustments, and other member requests in accordance with NHS Pension regulations.
- Create new member records and maintain existing pension records by updating employment history, GP records, and terminated employment details with a high level of accuracy.
- Investigate customer enquiries by reviewing case information, identifying discrepancies, and providing timely resolutions while maintaining excellent customer service.
- Maintain accurate case notes and documentation using CRM and internal case management systems, ensuring complete audit trails and compliance with quality standards.
- Handle sensitive personal information in accordance with GDPR, organisational policies, and internal quality standards.
- Collaborate remotely with colleagues and internal departments to resolve complex cases, improve workflow efficiency, and maintain high levels of service delivery through virtual communication platforms.
Customer Service Advisor - AA (Automobile Association) - United Kingdom
(2021-01 - 2022-12)
Delivered telephone-based customer service for breakdown cover and motor insurance enquiries within a high-volume contact centre environment.
- Assisted customers with new and existing breakdown cover and insurance policies, providing accurate information and tailored solutions.
- Handled inbound calls efficiently, resolving customer queries while meeting quality, compliance, and service level targets.
- Processed policy updates, renewals, amendments, and customer requests using CRM and internal administration systems.
- Investigated customer issues and complaints, ensuring prompt resolution while maintaining a professional and empathetic approach.
- Maintained accurate customer records and confidential information in accordance with GDPR and company policies.
Helpdesk / Customer Service Representative - Amazon BHX4 - Coventry
(2019-08 - 2023-12)
Delivered high-quality customer support by responding to a wide range of enquiries, resolving issues efficiently, and ensuring every interaction resulted in a positive customer experience.
- Investigated customer concerns, identified appropriate solutions, and followed cases through to resolution while maintaining service quality standards.
- Built strong customer relationships through clear communication, empathy, and a professional approach, even during high-pressure periods.
- Maintained accurate customer records and documented all interactions using internal systems to ensure consistency and effective case management.
- Managed a high volume of customer enquiries while consistently meeting productivity, quality, and customer service targets in a fast-paced environment.
Sales Associate - COSMO Restaurant - Coventry
(2016-11 - 2019-08)
- Assisted customers with product selection, purchases, and enquiries, ensuring a positive customer experience and prompt resolution of requests.
- Processed cash and card transactions accurately using the point-of-sale system while maintaining excellent attention to detail.
- Promoted the customer loyalty programme by explaining its benefits and encouraging customer participation to support business objectives.
- Assisted with stock presentation, merchandising, and general store operations to maintain an organised and customer-friendly environment.
- Resolved customer concerns professionally and worked closely with colleagues to ensure efficient day-to-day store operations.
