Customer Service Assistant – Pensions Administration

Job Title: Pensions Administrator-Contact Centre

Salary: £18,500 Dependent on Skills, Qualifications and Experience

Location: Preston

Position: Full Time, Permanent

The Company is an award-winning pension services business with offices across the UK. They are currently seeking Pension Administrators to join their team in Preston who can work effectively on their own initiative as well as being an effective team player.

Purpose of the Role:

To provide the highest standard of customer service utilising self-service, telephony and email contact. The role is predominantly focussed on answering pensions queries via a call centre and email facility in respect of the public sector pension schemes administered by the company.

Key Accountabilities:

• Sensitively and efficiently assist customers by resolving pension telephone and email queries and making appropriate referrals as necessary.
• Delivering a flexible and responsive service in line with the needs of the business.
• Be fully proficient in the use of telephony and ICT systems typically used in a customer service/call centre environment
• Be polite and professional
• Take ownership of individual enquiries and customer requests.
• Be fully proficient in all aspects of customer service delivery, recognising the diversity of clients.
• Treat information security with the upmost respect, dealing appropriately with sensitive and confidential information within Service protocol/guidelines
• Meet agreed quality and performance targets.
• Able to work without close supervision.
• Undertake other duties of as required, in line with the level of responsibility of the post.
• Assist in the induction, training, mentoring and professional development of colleagues as appropriate and support team members in ensuring that objectives and targets are met

The Candidate:

• Recent experience in a telephone-based call centre / contact centre environment.
• Experience of working to and achieving challenging targets.
• Excellent customer service skills.
• Excellent oral and written (grammar) communication skills.
• Good interpersonal skills and empathetic listening skills.
• Ability to deal with sensitive and confidential matters appropriately
• Ability to work effectively as part of a team.
• Ability to use initiative, analyse situations and identify the service needs of customers.
• Competent in using multiple ICT systems i.e. e-mail, word processing, spreadsheets and databases.
• You must be prepared to work flexibly to provide cover for call centre hours of 0800 to 1800 Monday to Friday (excluding Bank Holidays).
• You will be required to undertake intensive training during an extensive induction programme. No previous pension knowledge is required.
• Maintain an understanding and actively support the equality programme, both internally and externally, along with all other corporate policy initiatives, including maintaining an understanding of the breadth of the diversity agenda and embedding good practice.

As you would expect from a pension organisation, they offer employees access to an excellent pension scheme with 12.4% employer contributions, 25 days holiday (plus bank holidays).

Please note that as part of the recruitment process, candidates may be invited to complete both ability and psychometric assessments and will receive feedback.

Please click on the APPLY button to send your CV and Cover Letter for this role.

The Organisation is keen to promote a diverse workforce to maximise their ability to provide quality services to all their customers. All applicants who are known to be disabled and who meet the minimum criteria for the role will progress to the next stage of the recruitment process.

Candidates with the relevant experience, qualifications, and job titles of: Client Support Administrator, Customer Support Executive, Pensions Caseworker, Pensions Administrator, Pension Data Administrator, Pension Data Processor, Client Services Executive, Customer Service Executive, Pension Administration Caseworker, Business Support, Financial Services Administrator, Financial Services Support, Financial Services Caseworker may also be considered for this position.