Administration and client servicing

Making sure our service meets your needs

As with all of our services, our administrative process is tailored to each client’s individual requirements. It includes:

• bespoke administration process for all procedures
• minimal interaction with provider for employer
• dedicated scheme manager for each scheme
• tailored process guide
• step-by-step installation of the scheme
• all service levels agreed with employer in advance

Three clear advantages for the employer

1. Dedicated scheme manager

To minimise HR and payroll downtime, every client is allocated a scheme manager as a first point of contact for any day-to-day queries. We provide our clients with a direct telephone number avoiding the need to contact providers or deal with call centres. Our scheme managers all work in teams and have full buddy systems in place should they ever be unavailable to a client.

2. Process guide and service levels

At implementation, our client servicing team spend time with the employer to agree on service levels and processes which are designed for each client. The new joiner notification process is specific to each client’s requirements – e.g. what date and information is sent and how this is formatted is unique for each client.

3. Contribution processing

This is completely flexible and uses a link to payroll records. To ensure high security, contributions are submitted electronically and invested immediately. Our processing has a clear audit trail to ensure complete control and most payment schedules can be accessed online.

Three clear advantages for the employee

1. Transfer team

This is normally provided at no additional cost to the employer and employee and allows new joiners to transfer any monies built up from other personal pension plans. By doing this, employees can (where applicable) benefit from lower charges secured on the new scheme and gain a clearer picture of their total pension holdings. This may help them plan how much is required to achieve their desired retirement income.

2. Scheme website services

All new schemes can be provided with an employee website. This means employees can join the new scheme online, check the value of their pension, switch funds and manage their pension planning at their convenience via the internet.

3. The best information

All employees have access to simple information on their new pension plan so they can understand the benefits of it. As well as a tailored communication process and regular visits from our communication team, all employees have access to a telephone helpdesk. This is open between 8:30am and 5:30pm (Monday to Friday) and can provide assistance on any issues concerning the new pension plan. For those employees who require advice, we can arrange a meeting with a financial adviser to discuss pension and other financial planning issues.