Email Communication Specialist

ENGINEERINGUK; Tees Valley; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading pensions consultancy in Tees Valley is looking for an Email Communication Specialist to manage member inquiries effectively. The role involves maintaining customer service standards, resolving issues, and documenting communications. Candidates should possess exceptional written communication skills, and previous experience in customer service is required. You'll also collaborate closely with administration teams to enhance member service quality. This role offers competitive salary and benefits, including discretionary bonuses and healthcare plans.

Benefits

Competitive salary

Annual discretionary bonus

25 days' holiday with buy/sell flexibility

Pension matching

Healthcare plans

Qualifications

• Previous experience in customer service, preferably email communication.
• Ability to manage multiple tasks and prioritise effectively.
• Strong attention to detail is essential.

Responsibilities

• Manage the customer service email inbox and respond to inquiries.
• Address member issues and escalate complex cases when necessary.
• Document interactions and maintain comprehensive records.

Skills

Excellent written communication skills

Problem-solving abilities

Conflict resolution

Empathy

Attention to detail

Tools

Customer service platforms

Email management systems

Job description

You will need to login before you can apply for a job.

Email Communication Specialist

Location

Middlesbrough

Grade

Associate

Employment Type

Permanent, Full Time

Hybrid

Hybrid

REQ ID

REQ003277

About XPS Group

XPS Pensions Group is no ordinary company. We've earned numerous awards and accolades, making us an industry leader in Pensions Consultancy. As the largest pure pensions consultancy in the UK, we are a team of approximately 2000 employees spread across 15 locations nationwide. Listed on the London Stock Exchange Main Market, we pride ourselves on our ability to think and act differently, offering expert advice to over 1600 pension schemes and administering pensions for over 1,000,000 members.

About the Role

We are currently seeking a Mail Support Representative to join our team, based in our vibrant Middlesbrough office. Our teams of pension administrators provide services to a wide range of trust-based company pension schemes, including defined benefit, defined contribution, career average revalued earnings, and hybrid schemes. Our range of pensions administration services include: scheme administration, communication, scam identification, payroll services, pension scheme accounting, de-risking projects, technical consultancy.

Our administrative approach is scheme-based; one team is responsible for every aspect of each client's service, enabling us to build the best possible relationships and provide the clarity of focus each scheme deserves.

Ultimately, pension schemes are there for their members; we place just as much emphasis on delivering excellent customer service as we do on technical proficiency and quality control.

Key Responsibilities

• Respond to Member Emails: Manage the customer service email inbox and respond to member inquiries, complaints, and feedback in a timely and courteous manner
• Resolve Issues: Address and resolve member issues, escalating complex cases to appropriate departments or supervisors as needed
• Maintain Records: Accurately document interactions and maintain comprehensive records of email communications
• Monitor and track trends: Identify and report on common issues or trends in member inquiries to help improve overall customer service processes.
• Develop Standard Responses: Create and maintain a library of standard response templates for common inquiries to ensure consistency and efficiency
• Collaborate with Teams: Work closely with the administration teams to ensure cohesive and comprehensive support for members
• Stay Informed: Keep up to date with company products, services, policies and procedures to provide accurate information to members.
• Contribute to Improvement: Provide feedback and suggestions to improve the overall email communication process and member experience.

Your Profile

Essential

• Excellent written communication skills with attention to detail
• Strong problem-solving and conflict resolution abilities
• Proficiency with email management and customer service platforms
• Ability to manage multiple tasks and prioritise effectively
• Empathy and patience when dealing with member concerns
• Previous experience in customer service, preferably in a role involving email communication

Desirable

• Previous role in administration support departments
• Direct, relevant experience of the Pensions Industry

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.

How to Apply

Interested candidates should submit applications below or contact [e-mail]. Join XPS Group and contribute to a dynamic and inclusive workplace.

Equal Opportunity 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.