Client Service & Retention Lead

A leading financial services provider is seeking a Client Service & Retention Lead to act as the primary point of contact for pension-related enquiries, ensuring queries are tracked, resolved or escalated appropriately, while assisting members with online portal access and supporting employers with pension processes. The role focuses on enhancing client satisfaction and retention through proactive relationship management, employer training, member enrolment sessions and ongoing education. Working closely with internal teams and outsourced administration providers, the successful candidate will resolve service issues, improve processes and ensure a consistent, high-quality client experience.