Business Development & Client Services Coordinator

Business Development & Client Services Coordinator

About Your New Employer

• Join an established not-for-profit pension administration organisation with over 60 years' experience.
• Work within a specialist organisation supporting employers and employees across the construction and related industries.
• Develop your career in an evolving role combining business development operations, client onboarding, CRM management and process improvement.

Your new employer is a specialist pension administration and investment organisation dedicated to supporting the construction sector. The organisation works with employers, pension consultants and members to provide pension, life assurance and illness benefit solutions.

Working as part of a growing Business Development and Pension Consultancy function, you will support the delivery of new business, employer implementation and ongoing client engagement.

About Your New Job

As the Business Development & Client Services Coordinator, you will provide administrative and operational support to the Business Development and Pension Consultancy teams.

You will support the full lifecycle of employer engagement, from initial business development activity and proposal preparation through to new employer implementation, member onboarding and ongoing client support.

This is an operations-led role, with a strong focus on process implementation, CRM management, stakeholder engagement and ensuring that agreed actions are followed through. You will work closely with Business Development Managers, Pension Consultants, pension administration teams and employers.

Your responsibilities will include: New Business and Business Development Support

• Supporting the Business Development team and Pension Consultants with the administration associated with new business opportunities.
• Preparing quotations, proposals and supporting documentation.
• Maintaining accurate prospect, pipeline and activity records on the CRM system.
• Coordinating follow-up actions arising from prospect and employer meetings.
• Preparing information and documentation for consultants before meetings and presentations.
• Maintaining records of proposals, outstanding information, decisions and next steps.
• Supporting business development campaigns and employer outreach activity.
• Preparing pipeline reports and other business development information.
• Ensuring client and prospect documentation is appropriately recorded and retained.

New Employer Implementation

• Taking administrative ownership of the new employer implementation process once an employer confirms they are proceeding.
• Issuing and coordinating new employer documentation and requirements.
• Establishing implementation checklists and tracking each employer through the onboarding process.
• Liaising with employers regarding company, payroll and employee information.
• Supporting employers with portal set-up and usage.
• Coordinating internally with pension administration and other relevant teams.
• Monitoring outstanding requirements and proactively following up with employers.
• Maintaining implementation timelines and escalating delays or issues where required.
• Arranging employer implementation meetings where necessary.
• Confirming completion of key implementation stages.
• Updating CRM and internal records following implementation.
• Providing the Business Development and Pension Consultancy teams with visibility of implementation progress.
• Gathering information from relevant registration sources, updating the CRM and issuing welcome communications.

New Member Onboarding

• Coordinating the administrative elements of new member onboarding.
• Supporting the collection and processing of information required for scheme entry.
• Ensuring appropriate member information and joining documentation is issued.
• Coordinating bulk member onboarding associated with new employer implementations.
• Tracking member onboarding progress and outstanding information.
• Supporting member registration for online services where appropriate.
• Liaising with administration teams regarding onboarding queries and exceptions.

Employer and Member Engagement

• Preparing meeting packs, reports and supporting information for Pension Consultants.
• Recording meeting outcomes, actions and follow-up requirements on the CRM.
• Supporting employer education and pension engagement initiatives.
• Identifying employers requiring additional follow-up or engagement.
• Coordinating member communications and information campaigns.
• Supporting campaigns relating to AVCs, online registration, investment information and retirement planning.
• Recording and reporting on member engagement activity.
• Supporting consultants with follow-up activity arising from employer and member meetings.

CRM, Data and Reporting

• Maintaining accurate and comprehensive employer, prospect and engagement records on the CRM.
• Recording calls, meetings, correspondence and agreed actions.
• Maintaining implementation and engagement trackers.
• Supporting management reporting and analysis.
• Monitoring data quality and following up on incomplete or inaccurate records.
• Assisting with campaign lists, client segmentation and engagement reporting.
• Identifying opportunities to improve processes and workflows.
• Helping to develop and embed new procedures across the Business Development team.

What Skills You Need

• Previous experience in pensions, financial services, insurance or another regulated environment.
• At least five years' experience in administration, client services, business support or a similar role.
• Strong organisational and administrative skills.
• A clear process mindset, with the ability to establish, follow and improve structured workflows.
• Experience coordinating multiple activities, deadlines and stakeholders.
• Strong written and verbal communication skills.
• A professional and confident telephone manner.
• The ability to take ownership of tasks and see them through to completion.
• The ability to work with internal and external stakeholders, including employers and clients.
• Strong client-service and relationship management skills.
• Good working knowledge of Microsoft Office, particularly Excel, Word, PowerPoint and Outlook.
• Experience using a CRM or workflow management system.
• The ability to work independently while contributing effectively within a wider team.
• The ability to remain calm, organised and professional in a busy environment.
• An understanding of the importance of accurate record keeping within a regulated financial services environment.

The following would be advantageous

• Experience supporting a business development, sales, relationship management or consultancy team.
• Experience coordinating client onboarding or implementation processes.
• Experience using Microsoft Dynamics or a similar CRM system.
• A QFA qualification or relevant QFA/APA modules, particularly in pensions, investments or regulation.
• An interest in completing QFA qualifications in the future.

What's on Offer

• The opportunity to join an established organisation with over 60 years' experience supporting the construction and related industries.
• A varied and evolving role with the opportunity to take ownership of Business Development operations and help shape new processes.
• The opportunity to work closely with Business Development Managers, Pension Consultants, employers and internal operational teams.
• Professional development and the opportunity to build knowledge of pensions, financial services and regulated client onboarding.
• Support and encouragement to pursue relevant QFA qualifications.
• The opportunity to develop your career within a specialist pensions and client services environment.
• Salary and benefits will be discussed with suitable candidates.