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Pension Administrator Support Specialist
2 months ago
We are seeking a highly skilled and customer-focused individual to join our team as a Pension Administrator Support Specialist. As a key member of our customer service team, you will be responsible for providing exceptional support to our clients and pension members, ensuring they receive the best possible experience and outcomes.
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 game-changer in the financial technology industry, and we're looking for talented individuals to join our team and help us achieve our mission.
Benefits- 25 days' holiday per year, increasing with length of service.
- Hybrid working - 2 days per week from our London office.
- £500 annual training budget to spend on your professional development.
- Extensive private healthcare, including dental, eyecare, and EAP.
- Enhanced sick leave (three months' pay per year).
- Enhanced maternity and paternity (maternity - 6 months fully paid/paternity - 3 weeks fully paid).
- Death in service insurance cover.
- Fully-paid five-week sabbatical after five years of employment.
- In-office wellbeing, including manicures, massages, and barbers, as well as free lunch, breakfasts, and social drinks weekly.
- 50% discount on orders from our sister company Arena Flowers, Britain's most ethical florist.
