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Assistant Manager – Communications Team

Jersey 27th May 2022

Join JTC where your contribution will be valued.

Purpose of job

The post holder will be responsible for the efficient and timely processing of all communications (telephone / email etc.) relating to the participants of international pension plans, international retirement & savings plans and deferred compensation plans.

You will work with the Senior Manager for Customer Relations to enhance the member experience for our book of clients, ensuring that plan members receive a premium service and clear, concise communications.

Essential Requirements
  • Proactive self-starter
  • Excellent telephone skills, including experience dealing with difficult calls
  • High level of accuracy and excellent attention to detail
  • Excellent planning and organisation
  • Ability to work in fast paced environment with multiple priorities
  • Strong problem solving abilities
  • Collaborative
Main Responsibilities and Duties
  • Focus on retention of key clients through enhanced member experience, using this to generate wider ES and JTC opportunity
  • Help deliver, with the oversight of the Senior Manager of the Customer Relations Team, the member contact programme, covering the full range of members across all ES’ plans, and consideration of insight information and events that can be provided to plan members to improve their awareness and experience
  • Focus on interaction between the Communications Teams and other teams within ES to ensure member experience is optimised
  • Targeting exiting participants for routing through other JTC products / divisions as appropriate
  • Answering / investigating queries from participants, including web queries, via telephone and email
  • Ensuring all daily tasks as set out in the team checklist are completed
  • Monitoring team workloads
  • Weekly and monthly KRI reporting
  • Ensuring the team work diligently and to the best of their ability
  • Responsible for Quality Assurance checks on closed tickets
  • Investigating rationale as to why tickets fall outside of SLA
  • Being one of the main point of contacts for queries and escalations from all team members
  • People management
  • Adhere to Risk & Compliance procedures in relation to regulatory requirements and AML legislation
  • Adhere to JTC core values and expected behaviours
  • Project support and when required
  • Any other duties as deemed necessary by Management

Key Relationships

Internal

  • Head of Customer Relations
  • Wider Customer Relations, and Employer Solutions, Team
  • Other internal stakeholders

External

  • Plan Members
  • IFAs
  • Other industry professionals such as lawyers, fund promoters/investment advisers, intermediaries (including stock brokers, listing sponsors and registrars) and outsourcing partners

JTC is a publicly listed, global professional services business with deep expertise in fund, corporate and private client services. Every JTC person is an owner of the business and this fundamental part of our culture aligns us with the best interests of all of our stakeholders. Our purpose is to maximise potential and our success is built on service excellence, long-term relationships and technology capabilities that drive efficiency and add value.

JTC’s culture places a strong focus on the development of its employees. We value our employees’ commitment to their career and encourage and support you if you wish to pursue a professional qualification as well as providing ongoing learning and development opportunities through our Academy and Gateway programmes. Our vision for the future is driven by an entrepreneurial and innovative spirit.

If you would like to join team JTC, where everyone is dedicated to continuously delivering a service beyond our clients’ expectations, please apply on line (applications will only be accepted if made through the online portal).