We have created a culture in which our staff can develop and thrive. We have held the Investor in People (IiP) accreditation continuously since 1997 - the most recent audit said we are a “delight to work with, an organisation which ensures all people feel welcomed and valued”.
The vast majority of our administration staff are PMI or QPA qualified or are studying for professional qualifications. This compares to an industry standard of around 15%*. Several of our staff have won national prizes for achieving the highest marks in the PMI exams.
We achieve and maintain high levels of member satisfaction by viewing pension administration as a people process supported by a system, and not the other way around.
Our main focus is ensuring members get a good service from us and we continuously measure levels of member satisfaction by seeking feedback;
"Well done for writing letters and enclosures in plain English but not treating the reader as a dimwit."
"Very impressed with professional, courteous and efficient manner in which you arranged payment of my pension. Sincere thanks."
Importantly, we also provide clear, easy to understand member communications. Our standard retirement documentation has the Plain English Crystal Mark, a rare achievement amongst third party pension scheme administrators.
*As recently cited by The Pensions Regulator.