Client Support Advisor

**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 Client Support Advisors to join our Client Support team, reporting directly into the Client Support Team Leaders. 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 advisors who will lead the way with great customer service and help us grow.
- Demonstrate excellent listening skills and build rapport with customers
- Provide assistance to customers with Auto-Enrolment
- 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
- 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
- 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.

**Management of Risk & Compliance**

It is every employee’s responsibility to take responsibility for Risk and Compliance in their day-to-day work. You will need to demonstrate adherence to external and internal risks and compliance, as well as ensuring regulatory and legal standards are met. You will actively follow all relevant procedures, mandatory training requirements and keeping appropriate records, reporting to Compliance any areas of concern.

**Benefits**

Amongst other benefits we offer the following*:

- Competitive Basic Salary
- Discretionary Bonus Scheme
- Contributory pension scheme (5% Employee / 10% Employer (total 15%))
- 25 days Annual Leave, increasing to 30 days after two years employment (plus the eight Bank Holidays in England and Wales)
- Private Healthcare
- Life Insurance

**Privacy Statement**

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

**Salary**: £19,760.00-£22,880.00 per year

Schedule:

- Monday to Friday

Application question(s):

- At NOW Pensions we have a discretionar