Call Centre Agent

Railpen; Darlington; On-site; GBP 25,000 - 35,000; Full time

Job summary

Railpen, a leader in pension fund management, seeks individuals for Call Centre roles in Darlington. Ideal candidates are customer-focused and thrive in fast-paced environments, managing pension inquiries and ensuring service excellence. The role requires effective communication skills and a commitment to learning in a supportive atmosphere.

Benefits

28 days annual leave plus bank holidays

Defined Contribution pension

Employee assistance programme

Health cash plan

Eye care vouchers

Flu vaccination

Paid volunteering days

Give as you earn scheme

Qualifications

• Customer-facing role requiring effective communication via phone, email, and post.
• Experience in pension administration beneficial but not essential.
• Willingness to learn and develop in the field is crucial.

Responsibilities

• Handle customer requests and queries related to pension administration.
• Support customers effectively while managing multiple systems.
• Build relationships quickly over the phone with patience and empathy.

Skills

Customer-focused

Communication

Multitasking

Empathy

Job description

Introduction: Who We Are

Railpen is responsible for the safekeeping and investment of around £34 billion in assets and the administration of several pension schemes, including the Railways Pension Scheme, one of the UK's largest and longest-established pension funds.

Our heritage of caring for the pension needs of the rail industry and its employees gives us our name and our unique perspective on how we serve our members. Railpen adopts a holistic approach, focusing on serving members today and positively impacting the communities and the world they will retire into.

To learn more about Railpen, including our values, culture, and purpose, visit our LinkedIn Life page here.

The Role

Rail Administration comprises six teams: Employer Support, Administration Services, Operational Performance, Channel Services, Learning & Development, and Quality Assurance. All teams focus on administering the sections of the Railways Pension Scheme.

We have several exciting opportunities within our Channel Services, particularly in our Call Centre teams, based in Darlington. These teams are often the first point of contact in the pension journey, managing day-to-day scheme administration needs and delivering excellent service quality. These roles are vital in supporting our purpose to secure our members' future by ensuring customer requests and queries are handled through the appropriate channels. Without these outstanding teams, Railpen would not be the successful organization it is today.

This role is not eligible for visa sponsorship. Applicants must have the legal right to work in the UK.

The Person

We seek individuals who are customer-focused and thrive in a fast-paced, evolving environment. You should be comfortable communicating with a broad range of stakeholders and suppliers, capable of distilling complex issues and supporting customers via telephone, email, and post. The ability to multitask, act with urgency across multiple screens and systems, and handle customer queries effectively is essential. Building relationships quickly over the phone with patience and empathy, especially in sensitive situations, is also important.

Experience in pension administration, particularly in defined contributions, would be beneficial but is not essential. We offer training and qualifications to support your growth in this area. A willingness to learn and develop is crucial to expanding your knowledge and improving team efficiencies and processes.

Our values—integrity, community, and alignment—guide our behavior. They influence our decision-making and relationships. You will actively demonstrate these values, helping create a safe environment, prioritizing the community's needs, and fostering a culture of fair challenge aligned with the best interests of our members.

What We Can Offer You

Rewarding You

• Competitive salary (depending on experience)
• 28 days annual leave plus bank holidays
• Defined Contribution pension

Health & Wellbeing

• Employee assistance programme
• Health cash plan
• Eye care vouchers
• Flu vaccination

Lifestyle

• Give as you earn scheme
• Paid volunteering days

Next Steps

If you wish to apply, please click the apply button or visit our Careers Page by Tuesday, 1st July 2025.

Railpen is committed to creating an inclusive and diverse environment. We value diversity and welcome applicants from all backgrounds and walks of life.