Customer Service Representative
2 weeks ago
**Details**:
**Reference number**:
- 278943**Salary**:
- £24,762**Job grade**:
- Other- R&O 12**Contract type**:
- Fixed Term**Length of employment**:
- Fixed Term for 12 months**Business area**:
- FLR**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**:
**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 £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), 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.
Please note that whilst we offer hybrid working, there is a requirement to attend our Brighton office for initial training as well as on regular ongoing basis.
**Job description**:
**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, 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 team mates.
**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**:
**Essential and Desirable Criteria**
**Essential**
- Experience of using customer service handling techniques to deliver excellent customer service - no banking or financial experience is necessary.
- 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.
- Ability to use a range of systems to answer customer queries, log contacts and verify customers.
- Ability to meet customer service targets.
**Desirable**
- Pension industry or financial service experience in a contact centre environment
- Knowledge of contact centre (or customer service) software, databases, and CRM tools
**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
- Ab
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