Client Support Advisor

19 hours ago

Nottingham, United Kingdom NOW: Pensions Full time

**Hybrid Working 3 days at home**

**Now: pensions**

Our mission is to help everyone save for a more financially secure future. This means achieving the best financial outcomes for our own members, while fighting for a fair pension system to enable all pension savers to enjoy the retirement they deserve. We do this by highlighting pension inequalities and campaigning for change.

At NOW: Pensions we pride ourselves on offering a high quality and high performing workplace pension that is simple and straightforward at low cost.

We always put our customers at the heart of everything we do and make it our priority to ensure that our customers get the most value for their money.

We want to establish long term relationships by ensuring that our proposition delivers on its promises today and well into the future.

**Diversity & Inclusion**

We are an equal opportunity employer and value diversity at NOW: Pensions. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

**_Role and Responsibilities_**

NOW: Pensions is looking for a Client Support Advisor to join our Customer Experience team, reporting directly into the Client Support Team Leader. It’s an exciting time to be joining NOW: Pensions as we are entering the next phase of our journey looking at how we change the face of the pensions industry.

We want bright, customer service focused individuals with a desire to do well and who perform to a high standard to step up into this role.

We are looking for someone who will lead the way with great customer service and help us grow.
- Provide assistance to customers with Auto-Enrolment in a contact role and also in written capacity
- Demonstrate excellent listening skills and build rapport with customers
- Process customer queries in an effective and timely manner
- Provide an excellent customer experience for our clients whilst achieving productivity benchmarks and within agreed service levels
- Record all client contact and notes accurately into our CRM system
- Actively promote our core values, ethics and culture
- Achieve high quality standards and drive own improvement and development
- Challenge current processes and the way we work to ensure we are constantly delivering great customer service
- Follow and adhere to the standard processes and guidelines as set by the business including our policies and procedures
- Work as one team to ensure the needs of our clients are met
- Identify root causes of complaints
- Ensure NOW: Pensions fulfils its obligations and is compliant with the General Data Protection Regulation (GDPR) and The Pensions Regulator.

**_Business impact_**

You will set best practice standards - to be ratified by the business readiness manager and/or project manager - that your colleagues will have to deliver to, and ensuring that your colleagues are able to continuously meet the expectations of our customer groups, regulators and shareholders. Through your consulting background you will actively champion collaboration across business functions.

**_Skills and Experience_**

**Essential**
- At least one year’s customer service experience within a contact centre environment or at least one years’ customer service experience within the financial services/pensions sector
- Strong ability to prioritise own workload and be highly organised with a brilliant attention to detail
- Excellent telephone manner and highly articulate
- Excellent oral and written communication
- Ability to problem solve
- Ability to work under pressure and within agreed service levels
- Demonstrate experience of working in a process environment
- Demonstrable experience of owning customer issues end to end

**Desirable**
- Previous experience working within the pensions and/or financial sectors
- Handling complex issues with customers
- Experience of using excel

**_Communication and Relationships_**

This role requires the establishment and maintenance of excellent relationships with a wide variety of stakeholder groups, colleagues, teams, and external suppliers.

**Company Values**

You must demonstrate commitment and enthusiasm to promote the company values in service delivery and your employment. Observe and comply with the Code of Conduct.

The company's values are summarised as follows:
**_Honesty_**

We are not afraid to challenge the status quo.

We are true to our word and deliver on our promises.

**_Innovation_**

We are passionate about progress and creating a better future.

We encourage creative thinking.

We are always looking for better ways to do things.

**_Teamwork_**

We always bring solutions not problems.

We foster a culture of knowledge and sharing.

**_Thoughtfulness_**

We are considerate and respectful of our colleagues.

We put ourselves in the shoes of the customer when making decisions that may affect them.

**Management of Risk & Compliance**

It is every employee’s re

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