Customer Service Executive

People's Partnership; Crawley; Hybrid; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Real living wage

Pension contributions up to 14%

Health insurance

Onsite gym

Voluntary and charity payroll giving

Job summary

People's Partnership in Crawley seeks a dedicated Customer Services professional to deliver excellent support and tailored responses to customers throughout their relationship with us.

You will help the team meet compliance and service standards, working to SLAs and applying Treating Customers Fairly (TCF) principles. A strong grounding in administration and customer service is essential, with the ability to explain complex information simply.

Qualifications

• Experience in Administration/Customer service.
• Numerate with good attention to detail.
• Proven ability to explain detailed information in simple language.
• Self-motivated, disciplined and organised, able to work unsupervised.

Responsibilities

• Handle a broad range of customer queries and requests across products and processes with professional communication.
• Use active listening and written communication to understand customer needs and maintain service standards.
• Support colleagues to resolve queries, build knowledge, and ensure compliance.
• Build and maintain relationships with internal and external customers and third parties.
• Maintain knowledge of regulatory requirements (e.g., Automatic Enrolment, FCA, HMRC) to minimise risk and ensure compliance.
• Handle complaints and escalate when needed, sharing learning across the team.
• Create and review process manuals for accuracy.

Skills

Customer service

Administration

Attention to detail

Communication

Microsoft Excel

Microsoft Word

Education

GCSE Level or equivalent

Job description

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What you'll be doing:

Our Customer Services team are the heart of People’s Pension, making sure our customers receive excellent service and technical support. You will provide tailored responses to meet the needs of our customers, throughout the life of their relationship with us. You’ll support the team and work with colleagues to ensure we meet our compliance and service standards and making sure we achieve our service level agreements. You will also effectively contribute to the achievement of the department’s overall objectives and apply the Treating Customers Fairly (TCF) culture and principles within your role.

Key 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

What we’re looking for:

• 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.
• 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.

Desirable Qualifications:

• Pensions experience

What you can expect from us:

• Generous pension contributions with an employer contribution of up to 14%
• Real living wage
• Income protection, critical illness cover & death in service insurance
• Employee healthcare
• Parental and adoption leave
• Learning & development opportunities and study support
• Travel season ticket loans
• Volunteering days and charity payroll giving
• Onsite gym
• Social clubs and events

Disability Statement

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.