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Pension Administrator Support Specialist
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We are seeking a highly skilled and customer-focused Pension Administrator Support Specialist to join our team at Smart Pension Ltd. As a key member of our customer service team, you will play a vital role in delivering exceptional service to our clients and pension members.
Key Responsibilities- Provide market-leading customer experience to master trust clients and pension members, resulting in good customer outcomes and business retention.
- Create and develop strong working relationships with core employer accounts, providing day-to-day contact centre support and identifying opportunities to retain and develop relationships.
- Support member retention through providing information and guidance on options to aid well-informed member outcomes.
- Represent Smart in the delivery of a service experience that stands out from the crowd, effectively navigating the Smart Platform to meet client and adviser requirements.
- Assist with the set up of payroll software and submission of contributions, identify and resolve client issues, and achieve agreed SLA timescales and personal performance targets.
- Identify retention risk and create revenue opportunities during day-to-day client interaction, make proactive contact with core accounts to retain business, and perform outbound calls to correct technical or data issues.
- Support other team members when necessary to meet overall Service Levels and achieve 5* Trust Pilot Reviews based on the service provided.
- Experience in pension administration and contact centre operations, with a preferred qualification in FA2 or similar accreditation.
- Customer-centric approach with the ability to actively listen to clients, understand their unique needs, and find solutions that address their concerns, demonstrating the Smart Hallmark.
- Telephone and written communication skills to clearly articulate and resolve potentially complex situations empathetically and professionally.
- Ability to quickly adjust to changing circumstances, tasks, or priorities, and commitment to ongoing learning and professional development, including utilising training resources provided by the company and external courses.
- Collaborative skills and a willingness to work effectively with colleagues to achieve common goals.
We work in partnerships with governments and financial institutions in the UK and internationally, revolutionising how people think about and save for their retirement. Our cloud-native digital platform is a world-class technological solution, and our Engineers will tell you that working at Smart gives you the opportunity to play your part in developing it.
At Smart, one of our eight principles is 'We want happy and good people in our team'. We created a list of benefits that helps us achieve this goal, including 25 days' holiday per year, hybrid working, £500 annual training budget, extensive private healthcare, and more.
