The Employer Support structure had not been reviewed for a number of years and we’ve recognised that with the number of employers growing and continuing to grow, we needed to make changes to make it more effective and efficient.

Previously we had the Employer Support Team and Employer Relationship Managers (ERM). As the employer landscape continues to change, we’ve now moved our relationship structure forward by merging these teams. This has enabled us to increase the number of staff available to you.  While going through this transition we’ve also invested in up-skilling our telephony team.

So what does this mean to you?

If you’ve enquiries that relate to a specific member, you continue to contact us on 0345 606 6166.

For any employer enquiries for which you would have previously contacted your ERM, please now use our Employer Support line on 0345 300 3756, where we’ll help to determine the support you need.

How will we measure the success of this change?

We continuously gather insight into how we’re able to continue to support employers into the future.  This coupled with our ability to collect customer satisfaction in real time gives us the opportunity to measure the success of changes that we’re making.