Customer Services Support (Self Invested Pensions)

Xafinity Consulting Ltd; Stirling; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Discretionary annual bonus

25 days holiday with buy/sell option

Pension matching

Healthcare plans

Life assurance

Retailer discounts

Flexible benefits scheme

Employee assistance programme

Digital GP service

Volunteer days

Job summary

XPS Group is seeking a Customer Services Support specialist for Self Invested Pensions in Stirling. The role focuses on delivering excellent service to SIP clients and supporting SIP consultants with administration, valuations, illustrations and portfolio management.

The successful candidate will handle contract notes, tax vouchers, updates, and maintenance of databases, while ensuring processes are followed and service levels are met.

Qualifications

• Organised, methodical and logical approach to work.
• Strong time management and communication skills.
• Ability to work effectively as part of a team.

Responsibilities

• Provide excellent customer service to all clients.
• Assist SIP consultants with administration for portfolios; prepare and issue valuations and illustrations.
• Review and update contract notes, investment updates and tax vouchers.
• Pay property insurance and property manager invoices.
• Administer new SIPPs and ensure queries are owned and addressed.
• Demonstrate ownership over all queries and issues raised.
• Be aware of fee management principles and update relevant databases.
• Update SSASMAN or Swift plus databases and follow department processes.
• Assist with mail coverage and participate in department projects when required.
• Own self-assessment return data gathering and submission.
• Maintain high quality work meeting department standards.
• Adhere to portfolio management principles and professional writing standards.
• Know Self Investment products including transfers, retirements, deaths, divorce, protection, lifetime and annual allowance.
• Work with manager and team to achieve targets and respond to department needs.
• Check colleagues' work and recognise good work.
• Participate in monthly risk audit of support work.
• Provide cover for SIP Finance Team as required.
• Take ownership of GEQ Audit rework and highlight training/risk issues.
• Suggest improvements to processes to enhance efficiency.
• Know the complaints process and handle objections professionally.

Skills

Organised

Time management

Communication

Teamwork

Education

Good standard of education

Job description

At XPS, we don't just value the work you do - we value you. Your ambition, your ideas, your career goals and your life outside of work.Whether you're looking for your next challenge, greater flexibility, or a place where you can make a real impact, you'll find opportunities to thrive at XPS. We're built on collaboration, trust and expertise, giving our people the freedom to work their way, shape their path and be themselves.If you're looking for a career where you can grow, belong and make a difference, we'd love to hear from you.Find a career that's built for you.

Job profile for Customer Services Support (Self Invested Pensions)

Customer Services Support (Self Invested Pensions)

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.As disability confident committed, we will support all applicants throughout the recruitment process. Each stage of the process is inclusive and offers reasonable adjustments where required.If you need the job description in an alternative format or would like us to do anything differently during the application process, please let us know.

Job details

Contractual hours 37.5 Basis Full time Job category/type - XPS Self Invested Pensions Date posted 05/08/2026 Job reference REQ003768

Job description

Customer Services Support (Self Invested Pensions)

Location: Stirling

Employment Type: Permanent, Full Time

Grade: Associate

Office Based

REQ003769

#LI-Onsite

About XPS Group:

XPS Group is a prominent and growing UK consultancy and administration firm within the pensions and insurance sectors. As a FTSE 250 company with over 2000 employees, we leverage expertise alongside advanced technology to serve over 1,400 pension schemes and their sponsors. Our goal is to foster a workplace where diverse talents thrive.

About the Role:

XPS Self Invested Pensions is part of XPS Pensions Group. We manage relationship with thousands of clients and hundreds of professional financial advice firms. We are only as strong as the people we employ. Our team of specialist staff look after SIPP and SSAS client assets worth £2.5bn. Our emphasis on clients means we provide personal contacts. Our business thrives by employing people who are intelligent, seek learning daily, work independently as well as part of a team, and who feel rewarded by delivering an excellent human-to-human service to clients and their advisers.

Key Responsibilities:

• To provide an excellent customer service to all our clients
• To assist SIP consultants with administration duties for their portfolios focusing on:
  • Prepare and issuing all annual valuations and Illustrations.
  • Reviewing and updating contract notes, investment updates and tax vouchers.
  • Paying property insurance and property manager invoices.
  • Administration for new SIPPs being set up.
  • Demonstrating ownership over all queries and issues raised.
  • Awareness of fee management principles.
  • Actively updating SSASMAN or Swift plus all relevant databases.
  • Ensuring department processes are followed at all times.
• Assist with incoming/outgoing mail to cover Office Manager time off.
• Participate in any Department project work and ad-hoc tasks when required.
• Ownership of self-assessment return including reviewing and gathering any data required for submission of this.
• Ensure the quality of your work is of a very high standard and meets department standards.
• Adhering to portfolio management principles and professional writing standards at all times.
• Have knowledge of all types of Self Investment, Member Benefits including Transfers, Retirements, Deaths, Divorce, Protection, Lifetime and Annual Allowance.
• Work with your manager and as part of a team to achieve targets and respond to department needs.
• Checking work for fellow colleagues as and when required as well as recognising good work.
• Participate in monthly risk audit of support work.
• Provide cover for SIP Finance Team as and when required.
• Take ownership of the GEQ Audit rework for the support team - delegating rework to the relevant consultant and highlighting any training/risk issues to your Team Manager.
• Proactively suggest improvements to the departments work processes, aiming to improve efficiency.
• Have knowledge of complaints process and be able to overcome clients objections and deal with difficult situations.

Your Profile:

Essential:

• Organised methodical & logical approach to Portfolio Management and Problem Solving.
• Ability to apply a common-sense approach to situations.
• Good time management skills.
• A positive, can-do attitude and takes pride in work.
• Ability to work effectively as part of a team.
• Must have excellent communication skills (oral and written).

Desirable:

• Good standard of education.
• Experience administering pension schemes.
• Ability to work on own initiative.
• Ability to see the 'bigger picture'.

What We Offer:

Enjoy a competitive salary, annual discretionary bonus, and 25 days' holiday with buy/sell flexibility. Benefits include pension matching, healthcare plans, life assurance, and retailer discounts. We support our team with a flexible benefits scheme, employee assistance, and digital GP service. Participating in volunteering events is encouraged with paid volunteer days available. Referral bonuses are offered for introducing suitable candidates to XPS.

Equal Opportunities Statement:

XPS Group is committed to diversity and equal opportunities. We welcome applications from all candidates, irrespective of sex, race, disability, sexual orientation, religion, or belief. As a Disability Confident employer, we ensure accessible and supportive work settings for all employees.

Eligibility:

Any employment offer made will be conditional upon you satisfying DBS Disclosure checks, Employment or educational references, Satisfactory credit checks and eligibility to work in the UK before an offer can be made. XPS Group is not able to provide sponsorship to employees.

Who Are We:

To find out more please visit: www.xpsgroup.com