Member Experience Associate

Join Our Team as a Customer Service Associate!

Are you passionate about delivering exceptional customer service and helping people navigate their financial futures? At Gallagher, we are looking for a dedicated Customer Service Associate to join our team and deliver a first-class member experience. This is your chance to make a meaningful impact by supporting members with their pension scheme queries while growing your career with a global leader in insurance, risk management, and consulting.

As a Customer Service Associate, you will be the first point of contact for members with queries about their pension scheme benefits. You’ll provide guidance on portal management, benefit information, and administrative processes, ensuring every interaction is handled with professionalism and care.

• Handle member queries via phone, live chat and other communication channels.
• Manage and respond to follow-ups, complaints, and escalations.
• Provide updates to members and authorised parties, including outbound contact when required.
• Process initial death cases and ensure accurate record-keeping.
• Deliver tailored member experiences based on their scheme enrolment.
• Ensure compliance with FCA, GDPR, and other regulatory guidelines.
• Maintain a strong understanding of pension administration processes to manage expectations and provide clear explanations.
• Collaborate with team members and adapt to team availability as needed.
• Continuously improve your skills with the support of your Team Leader.

• Customer service experience in a contact centre, retail, hospitality or financial environment (essential).
• Excellent time management and attention to detail.
• Strong communication and objection-handling skills.
• Experience working within regulatory guidelines would be desirable, but full training given..
• Background in financial services or pensions administration (desirable, but full training is available).
• Proficiency in Microsoft Office and the ability to quickly learn pension administration systems.
• Eligibility to work in the UK.

Why Join Gallagher Benefits Consulting? 

At Gallagher, we pride ourselves on living The Gallagher Way, a commitment to integrity, teamwork, and doing business the right way. We are a close-knit, supportive community where collaboration and innovation thrive. Here, you’ll find opportunities to grow your career, make a meaningful impact, and be part of a company that values its people as much as its clients.

Ready to Make a Difference? 

If you’re ready to take the next step in your career and join a team that values your expertise and passion, we’d love to hear from you. Apply today and become a champion of The Gallagher Way!

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being 
• Career development opportunities and ongoing learning 
• A collaborative, people-first culture with accessible leadership 
• The opportunity to do meaningful work with global reach and local impact 

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. Although this role is listed as full-time, if you’re in a job-share partnership, work reduced hours, or have any other flexible arrangement, please still get in touch. We will also offer reasonable adjustments to the recruitment process if required, so please let us know.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)