You’ll be the first point of contact for our pension customers and clients and you’ll use your knowledge, insight and experience of pensions to provide an outstanding service to all colleagues, customers and clients. You’ll be helping us become the long term savings partner of choice for all of our customers and clients.

• Deliver an outstanding customer service to our customers and clients by making sure you identify the customers’ needs and assess their expectations,   respond accurately and with the best solution for them, owning customer escalations to ensure their positive experience.  Whilst making sure their enquiry has been answered, seeking feedback on how you could improve and share best practice with your colleagues. 
• Proactively spot patterns in the hopes or frustrations of our customers and clients, seeing where we can change our processes, tools or products to improve their experience. Where applicable   seek support of colleagues to develop solutions to customer service issues
• Use your training, knowledge, skills and provided guidance material to follow processes and use systems to give our customers and clients a positive experience whilst keeping us safe and compliant with our regulators. 
• Provide customers with a first class experience every time in order to Treat Customers Fairly and promote customer satisfaction.  Analyse customer feedback and significantly improve the customer service by demonstrating role model behaviour  
• Collaborate with your colleagues and put your colleagues, customers and clients at the heart of everything we do. 
• When things go wrong put things right, find out what happened and what can be done to stop it from happening again, logging the incident, identify trends and share your findings, solutions and reasons with your colleagues. 
• Understand and adhere to pension and internal compliance regulations and in the identification of regulatory and financial risks, breaches and complaints. Ensure you operate in a compliant manner regarding suspicious transactions and all incidents are logged and reported in a timely manner
• Take responsibility for your own development and ensure that you keep your pension knowledge and industry awareness current and relevant.

• Ability to consistently deliver high quality work for our customers and clients
• Building a positive relationship with the colleagues, customer and clients
• Be able to manage customers service when things go wrong and identify solutions to recurring customer service issues, proposing solutions to those who can act upon it
• Demonstrate excellent listening and questioning techniques
• Manage customer/client expectations when you’re unable to meet their expectations
• Be able to record and report customer information, including feedback
• Use technical knowledge and understanding of customer and client profile to provide an excellent customer experience
• Support complaint resolution and recovery by investigating issues quickly and effectively
• Be able to team work, build trust and respect with others, sharing best practice and ideas
• Pension admin process knowledge, along with experience using FPF & AWD is desirable

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products. Your hard work will be rewarded when you join us.