Email Communications Specialist

**Contractual hours**

36.25

**Basis**

Full time

**Region**

England - North

**Job category/type**
- XPS Administration

**Date posted**

20/01/2025

**Job reference**

REQ002747

**Middlesbrough**

**Hybrid**

**Full Time**

**Permanent**

**REQ:002747**

**XPS Group is a leading UK consulting and administration business specialising in the pensions**and insurance sectors. At XPS, our vision is to create a vibrant place to work where difference is recognised as a strength and where talented people can flourish and achieve**their**highest**potential**.**

A FTSE 250 company, XPS combines expertise and insight with advanced technology and analytics to address the needs of over 1,400 pension schemes and their sponsoring employers on an ongoing and project basis. We undertake pensions administration for over one million members and provide advisory services to schemes and corporate sponsors in respect of schemes of all sizes, including 88 with assets over £1bn. We also provide wider ranging support to insurance companies in the life and bulk annuities sector.

Our people drive our success and as an XPS employee you can bring your whole self to work - Everyone is treated equally and with respect. We will provide you with the support and training you need to grow and be at your very best. It’s about inclusion and diversity, ensuring all our people feel included, that they belong to XPS and that they’re happy. Above all, it’s about ensuring everyone has a voice and feels valued. Because they are.

**The Team**

Our award-winning pensions administration business puts scheme members at the heart of everything we do. Our services include scheme administration, first-time outsourcing, member communications and scam protection.

**The Role**
**Resolve Issues**: Address and resolve member issues, escalating complex cases to appropriate departments or supervisors as needed
- **Monitor and track trends**: Identify and report on common issues or trends in member inquiries to help improve overall customer service processes.
- **Develop Standard Responses**: Create and maintain a library of standard response templates for common inquiries to ensure consistency and efficiency
- **Collaborate with Teams**: Work closely with the administration teams to ensure cohesive and comprehensive support for members
- **Stay Informed**: Keep up to date with company products, services, policies and procedures to provide accurate information to members

**Your profile**

**Essential Criteria**
- Good standard of education preferably a minimum Grade C in GCSE Maths and English.
- Previous office support experience is a must.
- Excellent written communication skills with attention to detail.
- Strong problem-solving and conflict resolution abilities
- Ability to manage multiple tasks and prioritise effectively.
- Empathy and patience when dealing with member concerns.
- Right to work in the UK

**What we offer**:
Find out more about **Life at XPS**
Find out more about **Our People Approach**

**We offer an attractive reward package, typical benefits can include**:

- Competitive salary
- Participation in annual discretionary Bonus Scheme
- 25 days holiday plus flexibility to buy or sell holiday
- Flexible Bank holidays
- Pension scheme, matching contribution structure
- Healthcare cash plan
- Flexible Benefits Scheme to support you in and out of work, helping you look after you and your family covering Security & Protection, Health & Wellbeing, Lifestyle
- Life Assurance cover, four times basic salary
- XPS Rewards (offers High Street discounts and savings from retailers and services providers as well as offers available via phone)
- Employee Assistance Programme for you and your household
- Access to a digital GP service
- Paid volunteering day when participating in Company organised events
- Staff referral scheme when you introduce a friend to XPS

**What next**:

- Right to Work confirmation
- DBS Disclosure check
- Employment or educational references covering five years
- Satisfactory credit check

**We continuously strive to build an inclusive workplace where all forms of diversity are valued, including age, background, disability, gender, gender identity, gender expression, race, religion or sexual orientation.