Customer Support Administrator

Contract type: Permanent – 35 hours per week (9am to 5pm)

Salary: £25,505 per annum dependent on skills and experience, plus excellent benefits package.

Location: Brighton/hybrid (6 days per month in the office)

Job ref: 201783

TPR grade: R&O grade 12 - Lead Administrator

About us

More than half the UK working population rely on The Pensions Regulator (TPR) to regulate their retirement savings. With a career at TPR, you’ll be joining an organisation that will impact on millions of lives for decades to come.

Everyone at TPR plays an important role in helping to keep more than £2 trillion of savings safe. We’re committed to bringing people into TPR who are ready to make a difference and put UK savers at the heart of what we do.

It is important to us that TPR remains a great place to work. We do all we can to help our people reach their full potential with learning, secondment, and development opportunities. We put our 900+ employees first, supporting flexible working and offer a diverse, lively, and inclusive environment. This includes our Disability Network, Family Network, LGBT+ Network (Proud), Minority Ethnic (ME) Network and Women’s Network, which offer spaces to connect.

Our new corporate strategy outlines a bold and challenging vision of how pensions regulation should evolve to keep pace with a change in the scale and nature of the industry. We are at the start of that journey. Join us to find out what part you can play.

We operate a hybrid working model, with regular attendance in our Brighton office to connect with colleagues across the business.

Role

Are you passionate about helping people? Do you have a talent for communicating, an ability to multi-task with good attention to detail? Do you enjoy working as part of a supportive and engaging team?

Our Customer Support team are deeply passionate about making a difference for our customers. We are looking for confident, inquisitive, resilient, articulate, team players who are able to learn a variety of systems whilst delivering exceptional customer service.

With us you'll get genuine opportunities to learn and develop as an important part of our inclusive, values-led organisation. With support from us to help you further your career and grow in a welcoming and engaging team environment. We also recognise the value in a good work life balance, so we offer Hybrid working and flexible shift patterns to support you and your teammates.

Due to the nature of the role, whilst we operate hybrid working, the successful candidate will be expected to attend regular team days and training in person in our Brighton office. Successful applicants will receive 7 weeks of Induction Training when starting the role.

Responsibilities

- Support our customers by helping make workplace pensions work and be their first point of contact for inbound calls and emails

- Go the ‘extra mile’ to deliver a truly excellent customer service. We strive for right first time and set clear and accurate expectations

- Act with care and integrity to build rapport and trust with our customers. Ensure we fully understand their needs and resolve their query, whilst creating a positive customer connection

- Follow guided procedures with attention to detail to enable you to resolve customer queries, whilst maintaining compliance

- Explain technical information in an easy-to-understand way

- Contribute to an open and supportive team culture by collaborating with your colleagues to ensure customer needs are met and be a positive influence with customers and colleagues

- Proactively share feedback and solutions on how we can improve our services and processes

- Take ownership of your own personal development; not only will you be supported in developing within your role but there’s lots of further development opportunities to help you reach your career aspirations

Essential and desirable criteria

Essential:

- Experience in a contact centre environment

- Experience of using customer service handling techniques to deliver excellent customer service

- Strong communication skills in questioning, probing, and extracting information

- Ability to be genuine and empathetic with customers and demonstrate a desire to help and support

- Experience of analysing information received during a customer enquiry to resolve or escalate appropriately

- Experience of tailoring communication style to deal with a variety of enquiries and customers both verbally and in written format

- Proficient in Microsoft packages and previous experience using customer service software, databases and/or CRM’s

- Ability to meet customer service targets

Desirable:

- Pension industry or financial service experience in a contact centre environment

- In-depth knowledge of D365 and Exchange systems

Person specification

We'd be looking for the following things in you:

- Honest, conscientious, and genuine, caring about helping make workplace pensions work

- The ability to quickly build rapport to understand your Customer's needs to give them a truly excellent experience

- Ability to prioritise workload and use initiative

- Good attention to detail and accuracy

- A strong team player who contributes to a supportive team culture

- Solutions driven to help solve problems and take ownership

Salary and benefits

As well as a salary starting from £25,505 per annum, we offer:

- Civil Service Pension arrangements, which are recognised as some of the best in the pensions world

- discretionary bonus arrangements

- access to performance related pay progression

- 25 days annual leave provision

- flexible working arrangements

- development opportunities

- enhanced parental leave arrangements

- a free employee assistance programme

- an excellent office location in Brighton

Closing date: 11 September 2024.

How to apply

To apply please email recruitmentteam@tpr.gov.uk quoting role reference number 201783 along with:

- a covering letter with details of how your skills and experience meet the role requirements

- a copy of your CV

- details of your notice period