Your new company

Hays are recruiting for a permanent Client Case Representatives – Senior Associate. This role is based in Manchester city centre. You will play a pivotal role in managing complex client cases, ensuring high-quality service delivery, and acting as a key liaison between clients and internal teams. You will be responsible for resolving escalated issues, mentoring junior team members, and driving continuous improvement in client service processes. Pension experience is essential

Your new role

• Case Management: Handle and resolve complex client cases with professionalism and efficiency, ensuring timely and accurate outcomes.
• Client Communication: Serve as a primary point of contact for clients, providing updates, managing expectations, and ensuring satisfaction throughout the case lifecycle.
• Issue Resolution: Investigate and resolve escalated issues, collaborating with cross-functional teams to identify root causes and implement solutions.
• Process Improvement: Identify opportunities to streamline workflows and enhance service delivery; contribute to the development of best practices and SOPs.
• Mentorship & Support: Provide guidance and support to junior representatives, sharing knowledge and promoting a collaborative team environment.
• Reporting & Documentation: Maintain detailed records of case activity, client interactions, and resolutions; contribute to regular reporting and performance metrics.

What you'll need to succeed

• Proven experience in client service, case management, or operations, and proven pension experience is essential.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Analytical mindset with problem-solving capabilities.
• Proficiency in CRM systems and case tracking tools.

What you'll get in return

Competitive salary of up to £40,000 + bonus, hybrid working, exciting and modern Manchester city centre offices, excellent benefits.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.