As the UK's leading platform for retirement wealth planning, JHP offers a large number of services and financial products that can be tailored to each individual members needs. Over the years our focus has shifted from targeting individuals with their individual planning needs to large houses of Independent Financial Advisors (IF's) who will each have a large book of custom.
Our innovative platform easily allows for the IFA to be able manage their clients portfolio of assets. JHP prides itself on Customer Service and internally promotes Professionalism, Expertise and Pride to all our employees regardless of role, this is to ensure that we remain the UK's leading provider. Having a professional team with the knowledge and expertise is key to our ongoing success. Our fees are typically in the middle to high bracket, so our customers expect to receive the service promoted.
It is during our employee induction that we start explain our business as The John Lewis' of the wealth platforms, it may cost more but the overall customer experience must be excellent. Therefore the business has focussed it's core objectives towards:
Professional and expert service
Digital by default
A - Due to recent acquisitions from companies such as Capita and growth, senior management have been raised concerns over the viability of the company as we may not be able to continue providing the level of service that our customers have become to expect. We have recently seen backlogs of work increase and a higher rate of complaints being raised with our Customer Relations Department. There has recently been a number of transactions made that are outside of the HMRC Pension rules, these errors whilst the same in nature were made by different employees in different Customer Services Teams. Thankfully these mistakes had been spotted and rectified; failure to do so could have resulted in a fine in excess of Â£1,000,000.
B - An HR initiative currently in progress is the introduction of a new HR Management System (HRMS), inline with the Digital by default' objective, we will launch an employee self service module that will allow employees to manage their own HR records and book holidays without the need for the HR Team to have any administrative actions. Managers will be able to view information on their teams and the Finance function will be able to see true cost information at the touch of a button.
3. Learning Needs Analysis (LNA)
With the facts in mind, a project has been launched with our in-house Learning and Development Team to ensure our Customer Services Department are able to work correctly, within guidelines and protect the business from other instances of potential fine or brand damaging actions.
A - To address the service levels and mistakes being made, it was evident that the whole of the Customer Services Function was evaluated as a whole, as the errors were made in different areas of Customer Services and were not...