Back to our teams

CUSTOMER SERVICE

Here to help our customers

Our Customer Service and Administration teams are on the frontline of helping our customers achieve a better later life.

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Our Roles

Administrator

Our Administrators provide admin support to our introducers, partners and customers, to achieve the best outcome for them.

New Business Processor

By processing new business accurately and efficiently, our New Business Processors help customers complete their retirement journey.

Retirement Coordinator

Our Retirement Coordinators are making their difference on the phone, assisting and guiding our customers directly.

Introducer

Introducers help book first appointments with our customers. Their focus is on providing an efficient initial point of contact for customers within a team-based call centre.

Quality & Training Consultant

Our Quality & Training team ensures that all parts of our services are delivered to our high standards.

Team Leader

As well as having great technical knowledge, our Team Leaders look after the recruitment, motivation, training & development of their teams.

Chloe
HUB team leader - Belfast
“I manage a group of retirement introducers. It’s a phone based role, so we’re the first point of contact for customers. We’ll be answering calls from a provider, or speaking directly with a customer to explain the products and services we offer.”
Marta
LTM Payments Team Manager - Reigate
“Rewarding is when we achieve as a team, and my team have a good day. That means all the jobs are done, but we still have good social time together. We’re all working really hard, but we still find time to chat.”
James
HUB Investment Team Processor - Belfast
“We want to make everything as easy for customers as possible – being polite, being helpful. You never know a person’s situation, you may be the only person talking to them that day. So we want to make sure they have a good experience.”

Difference Makers

Mental Health Awareness Week

We took part in Mental Health Awareness Week – a week dedicated to raising awareness of mental health topics such as stress, relationships, loneliness, altruism, sleep, alcohol and friendship.

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Learning & Development


We have specialist coaches and training teams to help ensure our people know and understand what is needed to give the best customer experience. Each team has their own training plan which new starters are introduced to. Led by an experienced member of the team, training can range from classroom learning to accompanied call taking.



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