Pension Support Advisor

Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK Req #882

19 November 2024

Title: Pension Support Advisor

Department: Operations

Location: Sheffield

Full time, Permanent

Line manager: Head of Pensions

Role overview:

Providing specialist pension support to our customers via all channels including email, phone and webchat. Key activities of the role will include detailed statutory monthly pension reporting and ongoing pension support of varying complexities to our customers. Be inspired and challenged as part of our best-in-class pensions support team, with great opportunities for you to explore, all located in our friendly offices in Sheffield.

Key responsibilities:

1. Effectively handle, manage, resolve, and log pension customer contacts received through a range of customer support channels in a timely and professional manner.
2. Administering the statutory monthly pension reports for our customers.
3. Expected to work to the highest standards to ensure first class service is delivered, whilst adhering to Quality & Regulatory pension standards.
4. Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers.
5. Take ownership, managing, investigating, resolving, and logging customer contacts and enquiries.
6. Meet all SLAs for pension subscriptions customers and be willing to work as deemed necessary to ensure all SLAs are met in line with company policies.
7. Provide technical support and assistance to pension customers throughout their contract lifetime.
8. Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
9. Work effectively as a team and autonomously.
10. Support customers with help requests, technical issues, complaints, suggestions, and praise received through a range of customer support channels.
11. Be able to communicate effectively and listen to a customer’s specific situation and needs.
12. Have strong, up to date pension and product knowledge across the Tes brands to advise and add value to customers experience and encourage engagement.
13. Follow escalation procedures for technical pension and product development issues, liaising with internal and external partners.
14. Assist other areas of the Operations department when necessary due to demand.
15. Weekend work may be required on an ad-hoc basis during peak seasonal times which will be provided back as time in lieu.

What will you need to succeed?

1. Previous Pension administration reporting or payroll customer support experience essential.
2. Preferable but not essential, a professional pensions qualification (Certificate/Advanced Diploma in Pension Administration, PMI Award in Pensions Essentials or QPA etc).
3. The ability to solve difficult or unexpected problems.
4. Technical skills required with an aptitude in using software products of varying complexity.
5. Ability to plan and carry out work on your own or as part of the team.
6. Decision-making and bringing innovation to problem solving.
7. Helpful and positive attitude in a busy environment.
8. Able to project a respectable and professional image.
9. Ability to maintain a calm approach and work effectively under pressure.
10. Communicates clearly and confidently, both verbally and in writing.