Lead Administrator Customer Support

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

TPR grade & pay group: Grade 12 & Core

Directorate: Market Oversight

Contract type: Fixed Term Contract: 12 Months

Location: Brighton: Hybrid (6 days per month in the office)

The Role And Responsibilities

• Support our customers by helping make workplace pensions work and be their first point of contact for inbound calls and emails.
• Go the ‘extra mile’ to deliver a truly excellent customer service. We strive for right first time and set clear and accurate expectations.
• Act with care and integrity to build rapport and trust with our customers. Ensure we fully understand their needs and resolve their query, whilst creating a positive customer connection.
• Follow guided procedures with attention to detail to enable you to resolve customer queries, whilst maintaining compliance.
• Explain technical information in an easy-to-understand way.
• Contribute to an open and supportive team culture by collaborating with your colleagues to ensure customer needs are met and be a positive influence with customers and colleagues.
• Proactively share feedback and solutions on how we can improve our services and processes.
• Take ownership of your own personal development; not only will you be supported in developing within your role but there’s lots of further development opportunities to help you reach your career aspirations.

The role criteria

• 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

The team

Our Customer Support team are deeply passionate about making a difference for our customers. We are looking for confident, inquisitive, resilient, articulate, team players who are able to learn a variety of systems whilst delivering exceptional customer service.

TPR Offers

• Genuine opportunities for learning and development.
• Hybrid working and flexible shift patterns.
• A vibrant workplace with employee networks (Disability, Family, LGBT+, Minority Ethnic, Mental Health, Women’s).

We offer 25 days annual leave plus bank holidays, a hybrid working model, 35 hour working week (full-time), flexible working patterns, and flexitime. We also provide competitive parental leave, as well as a Civil Service Pension with an average employer contribution of 28.97%. Our dedicated benefits portal (Edenred) offers retail, gym, tech and restaurant discounts, and a cycle to work scheme.

Our culture

TPR strives to be a high-performing organisation, and we prioritise our people's growth and well-being. We offer various learning, secondment and development opportunities, support flexible working, and foster a diverse and inclusive environment.

Equality, diversity and inclusion is very important to us and we strive to make sure everyone has an equal opportunity to succeed. Our modern Brighton offices are in Telecom House overlooking Preston Park, they are over two floors of a shared building facility and when designed in 2023 we followed the government’s workplace design guide to ensure accessibility by design was achieved for our section.

We're proud to have a range of networks and opportunities to bring people together with supportive and safe spaces to connect with one another.

About The Pensions Regulator

With a career at TPR, you’ll be joining an organisation with real purpose and who are proud of their diverse range of skills and experience that positively impact on millions of people. Everyone at TPR plays an important role in helping to keep more than £2trn of savings safe.

Our Corporate Strategy outlines a bold and challenging vision of how pensions regulation should continue to evolve to keep pace with a change in the scale and nature of the pensions landscape. We believe diversity and inclusion are vital to good decision-making for positive saver outcomes. We’re committed to creating a supportive, inclusive, and dynamic work environment where everyone can thrive; understanding the link between the work we do and its positive impact on society.

Please note that TPR is unable to offer visa sponsorship. All applicants must already hold Right to Work in the UK for the duration of their employment. For more information on Right to Work, please visit Prove your right to work to an employer: Overview - GOV.UK.

Selection and interview

If you are shortlisted for interview, we’ll be in contact with you shortly after the closing date. We aim to respond to every application however due to the large volume of applications this is not always possible. If you have not heard from us within 21 days of submitting your application, please assume you have been unsuccessful on this occasion.

As a Disability Confident Employer, we’re committed to the recruitment, employment, retention, and development of people with disabilities, and to improving their employment opportunities. Candidates who declare that they have a disability and who meet the essential criteria will be an offered an interview. Please note that if we receive a high volume of Disability Confident applicants, we reserve the right to offer an interview to those who best meet the essential criteria.

Diversity and inclusion

TPR is committed to promoting diversity, inclusion and equality in the workplace, creating an environment where everyone is encouraged to be themselves, enabling our people to feel supported, represented and do their best work.

We encourage applicants from all backgrounds and with different identities and experiences to apply for roles with TPR.

Further information

Please visit our website to find out what it is like to work at TPR, our culture, interview process and our commitment to our employees.

If you have any queries about this role, or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email [e-mail].