Hybrid Pensions Customer Support Lead

The Pensions Regulator; Brighton; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Learning & development

Hybrid & flexible shifts

Employee networks

Job summary

The Pensions Regulator in Brighton is seeking a customer support specialist to handle inbound calls and emails, being the first point of contact for customers. You will deliver excellent service, explain complex information clearly, and resolve queries with accuracy.

You will join a collaborative team in a hybrid setting, with development opportunities and a focus on helping workplace pensions work for customers.

Qualifications

• Experience in a contact centre environment.
• Experience of using customer service handling techniques to deliver excellent customer service.
• Strong communication skills in questioning, probing, and extracting information.
• Ability to be genuine and empathetic with customers and demonstrate a desire to help and support.
• Experience of analysing information received during a customer enquiry to resolve or accelerate appropriately.
• Experience of tailoring communication style to deal with a variety of enquiries and customers both verbally and in written format.
• Proficient in Microsoft packages and previous experience using customer service software, databases and/or CRMs.
• Ability to meet customer service targets.
• Honest, conscientious and genuine, caring about helping make workplace pensions work.
• The ability to quickly build rapport to understand your customer’s needs to give them a truly excellent experience.
• Ability to prioritise workload and use initiative.
• Good attention to detail and accuracy.
• A strong team player who contributes to a supportive team culture.
• Solutions driven to help solve problems and take ownership

Responsibilities

• Handle inbound calls and emails as first point of contact.
• Strive for right first time with clear, accurate expectations.
• Build rapport with customers and understand their needs.
• Follow guided procedures to resolve queries while ensuring compliance.
• Explain technical information in an easy-to-understand way.
• Collaborate with colleagues to meet customer needs and improve service.
• Share feedback and solutions to improve processes.
• Commit to personal development and future career opportunities.

Skills

Customer service

Communication

Empathy

Problem solving

Active listening

Questioning

Attention to detail

Team player

Time management

Prioritisation

Tools

Microsoft Office

CRM software

Job description

The Pensions Regulator in Brighton is seeking a customer support specialist to handle inbound calls and emails, being the first point of contact for customers. You will deliver excellent service, explain complex information clearly, and resolve queries with accuracy.

You will join a collaborative team in a hybrid setting, with development opportunities and a focus on helping workplace pensions work for customers.