Introduction

At Gallagher Benefit Services, you’re a trusted partner to organizations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them. We’re a community of bold explorers, trusted experts, and compassionate partners; working side by side to solve problems, and shape the future of work. Here, curiosity is encouraged, collaboration is second nature, and your ideas have room to grow. If you’re looking for a place where your contribution matters and where you can help build a better world of work; think of Gallagher.  
Overview

As a Customer Service Associate (known internally as a Member Experience Associate), you will serve as the initial contact for our valued members of the Pension schemes that fall under our coordination.You will offer support and guidance on their pension benefits. This is an outstanding opportunity to work in a collaborative setting where your efforts will directly support our dedication to delivering seamless customer experiences.

How you'll make an impact

In this role, you will handle member queries via phone and other contact channels, manage pend processes, and ensure timely follow-ups on cases. You will provide outstanding complaint support, process initial death cases, and deliver personalised member experiences aligned with their scheme enrolment. A key aspect of the role involves maintaining compliance with FCA, GDPR, and other regulatory guidelines, while safeguarding member information through strict ID&V processes. You will interact confidently with third-party contacts, such as financial advisers, and demonstrate a strong understanding of pension administration to handle expectations effectively. Additionally, you will produce accurate records, follow call processes, and collaborate with your team to ensure availability and continuous improvement. If you are passionate about delivering market-leading customer service and have a keen eye for detail, we’d love to hear from you!

About You

Crucial

• Previous customer service experience within a contact centre or retail/financial environment (2+ years).
• Experience operating within regulatory frameworks.
• Excellent time management skills and attention to detail.

Desired

• Experience working within a financial services organisation/company.
• Experience in pensions administration (training available if required).

Communication

• Professional communication skills for interacting with scheme members via telephone and other channels.
• Strong objection handling skills and literacy.
• Effective communication with colleagues.

Customer Service

• A proven desire to provide outstanding customer service.

Interpersonal

• Ability to work autonomously and collaboratively.
• Willingness to champion change and suggest efficiencies.

Information Technology

• Proficient in the use of Office Systems (e.g., Microsoft Office).

Why Join Us?

At Arthur J. Gallagher & Co., we value ambition and collaboration. Joining our team means being part of a world-class organization that is dedicated to helping its clients navigate complex risks with confidence. We provide an inclusive and encouraging environment where your professional growth is fostered! At this time, we can only consider applicants whom have the rights to work in the UK without requiring Visa sponsorship from us.

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Compensation and benefits

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days
• Defined contribution pension scheme, which Gallagher will also contribute to
• Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x
• Income protection, we’ll cover up to 50% of your annual income, with options to top up
• Health cash plan or Private medical insurance

Other benefits include:

• Three fully paid volunteering days per year
• Employee Stock Purchase plan, offering company shares at a discount
• Share incentive plan, HMRC approved, tax effective, stock purchase plan
• Critical illness cover
• Discounted gym membership, with over 3,000 gyms nationally
• Season ticket loan
• Access to a discounted voucher portal to save money on your weekly shop or next big purchase
• Emergency back-up family care
• And many more…

We value inclusion and diversity

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities.

We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging tha