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Customer Support Administrator

2 months ago

Brighton, United Kingdom Pensions Regulator Full time

**Details**:
**Reference number**:

- 279278**Salary**:

- £22,165**Job grade**:

- Other- R&O - 13 (Administrator)**Contract type**:

- Permanent**Business area**:

- TPR - Frontline Regulation**Type of role**:

- Administration / Corporate Support**Working pattern**:

- Flexible working**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Brighton, South East England, BN1 4DWAbout the job

**Job summary**:
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 £2trn 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), 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.

**Job description**:
**To deal with incoming customer enquiries via correspondence and to identify and escalate nonstandard queries. To deal with internal telephone contact. To manage internal comms with other departments and external stakeholders.**
- Log and send template replies to queries from customer correspondence in line with customer service targets.
- Update the relevant CRM and databases.
- Identify and hand off nonstandard queries.
- Maintain the IT log and escalate as required.

**Responsibilities**:

- 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.

**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

**Benefits**:
As well as a starting salary of £22,165, 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.

Things you need to know

**Selection process details**:

- 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

We are an inclusive employer and offer equal opportunities regardless of an individual’s age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation.

Applications will be considered on a part time and job share basis.

Please be aware, as we work within a hybrid environment, unless specified we will be holding interviews through Microsoft Teams for the foreseeable future.

The Pensions Regulator is an arm’s length government body and part of the