The last 12 months have been an exciting time for the Stakeholder Engagement Team, appointing a further 5 Stakeholder Engagement Managers to build on the support we offer employers nationwide.
We have also seen a steady increase in both the volume and complexity of both the Employer and Stakeholder Engagement email accounts and continue to invest in resource for this key area of support for employers.
The Stakeholder Engagement Team is split into the below three categories.
Engagement
- Coordinating events and ensuring they are available to all employers nationally covering the most important elements of pension administration.
- Responsible for customer insight, understanding the requirements of different employer types and how we can best support them based on feedback.
- Looking at how we proactively communicate with all our Stakeholders ensuring they have up to date information available to them when administering the NHS Pension Scheme.
Education
- Preparing resources and educational material pitched at different levels of complexity to support all employers in administering the NHS Pension Scheme.
- Attend regional and national forums providing important relevant updates on NHS Pensions and delivering bespoke training where requested.
- Supporting our NHS Pensions events, presenting topics based on requirements gathered from feedback.
Escalation
- Improving customer service by having a route of escalation for our service delivery team, where they are unable to gather required information or where we feel inaccurate information has been received.
- The proactive recovery of outstanding pensions contributions from employers that are not adhering to the regulations for making payments in line with our payment schedule.
We gather feedback in a multitude of ways and review this information to improve and support you further. We encourage all employers to provide feedback when requested.