Customer Service Exec – Pensions & Compliance (Hybrid)

People's Partnership; Crawley; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Generous pension contributions with an

Real living wage

Income protection, critical illness &

Employee healthcare

Parental and adoption leave

Learning & development opportunities

Travel season ticket loans

Grab & Go Deli Café

Volunteering days and charity payroll

Onsite gym

Ride-to-Work scheme

Social clubs and events

Job summary

People’s Partnership is seeking a Customer Service Executive to join our not-for-profit pension services team. You will respond to customer inquiries, provide tailored support, and help ensure compliance and service standards across our operations.

The role requires strong communication, attention to detail, and the ability to work well in a hybrid setup. Experience in administration or customer service, plus a willingness to learn about workplace pensions, will help you succeed.

Qualifications

• Educated to GCSE Level or equivalent.
• Good working knowledge of Microsoft Excel & Word.
• Experience in Administration/Customer service.
• Numerate with good attention to detail.
• Proven ability to explain detailed and/or complicated information in simple, everyday language.
• Excellent verbal communication skills.
• Self-motivated, disciplined and organised and ability to work effectively unsupervised.
• Ability to work under pressure and meet quality and performance targets.
• Proven willingness to learn and understand the technical detail of workplace pensions and other financial products.

Responsibilities

• Managing a broad range of customer queries and requests across a range of products and processes, ensuring you provide professional and helpful service through effective customer communication.
• Using your active listening skills and attention to detail in written communications, to understand and support customers so that their needs are understood - and service standards are maintained.
• Supporting your colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality and compliance standards.
• Build and maintain relationships with both internal and external customers and third parties
• Maintain a detailed knowledge and understanding of legislative and regulatory requirements, including Automatic Enrolment, TPR, FCA, DWP, HMRC, DPA and any other relevant rules to ensure we adhere to all regulatory requirements, complaint and compliance rules, to minimise risk to People’s Partnership and our Customers
• Handling customer complaints/resolutions and escalating these to the Complaints Team when a solution cannot be found. You'll ensure all issues are resolved and any learning opportunities are shared across the team.
• Creating and reviewing process manuals to ensure they have a high level of accuracy

Skills

Customer service

Administration

Attention to detail

Verbal communication

Active listening

Problem solving

Education

GCSE Level or equivalent

Tools

Microsoft Excel

Microsoft Word

Job description

People’s Partnership is seeking a Customer Service Executive to join our not-for-profit pension services team. You will respond to customer inquiries, provide tailored support, and help ensure compliance and service standards across our operations.

The role requires strong communication, attention to detail, and the ability to work well in a hybrid setup. Experience in administration or customer service, plus a willingness to learn about workplace pensions, will help you succeed.