Customer Service Advisor | The Pensions Regulator Skip to main content

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Customer Service Advisor

Reporting to: Lead Associate – Frontline Support Team Leader
Team: Frontline Regulation
Contract type: Fixed term for 12 months (maternity cover)
Salary: From £21,200 per annum
Location: Brighton
Closing date: Saturday 14 December 2019

Job ref: 1712

TPR grade 13: Administrator

About us

TPR is responsible for protecting workplace pensions in the UK, working with employers and those running pensions to help people save safely for their retirement. We have an excellent office location in the heart of Brighton and have a diverse, lively and professional growing workforce.

We are committed to making TPR a great place to work and doing all we can to support our people to reach their full potential. Join our expanding team for the chance to be a part of the biggest change to pensions in a generation.


We are looking for a Frontline Support team member to support the Supervision, Enforcement and wider Frontline teams through the provision of a comprehensive and effective administrative service in relation to all case and local continuous improvement work.


You will:

  • provide administration support and local continuous improvement work for Supervision and Enforcement as well as wider Frontline teams
  • provide administration for internal and external case team meetings and calls, including coordinating timing, sending out agendas, taking minutes and ensuring minutes are agreed, ensure all case related correspondence is saved appropriately to the document management system
  • suggest process improvements to the line manager
  • assist in creation of case documentation (e.g. from templates), maintain hard copy case documents as required, system updates for cases to ensure accurate information for MI purposes
  • support the Supervision and Enforcement teams in escalation of cases (e.g. to moderation panels or case committee)
  • provide general administrative support as required for the Supervision, Enforcement and wider Frontline teams
  • flexible in approach and able to priorities work appropriately
  • data entry/records
  • be cross-skilled against Frontline Support (transactions) work streams

Essential criteria  

  • able to prioritise and have a flexible approach
  • excellent organisation skills
  • knowledge of operating model, value chain and business rules
  • thorough knowledge of case and project procedures
  • customer-focused approach with the ability to communicate effectively with all levels of management
  • stakeholder management

Person specification

  • proactive and flexible
  • ability to prioritise and use initiative
  • communication skills at all levels
  • attention to detail and accuracy
  • personable and a team player
  • excellent customer service

Salary and benefits

As well as a starting salary of £21,200, we offer:

  • Civil Service Pension arrangements, which are recognised as some of the best in the pensions world
  • discretionary bonus arrangements
  • access to performance related pay progression
  • 25 days annual leave provision
  • flexible working arrangements
  • development opportunities
  • enhanced parental leave arrangements
  • a free employee assistance programme
  • an excellent office location in Brighton

How to apply

We provide an exciting, supportive and flexible working environment, and are committed to helping our people meet their full potential.

The Pensions Regulator is an inclusive employer and offers equal opportunities to all regardless of an individual’s age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex and sexual orientation. TPR welcomes applications from the BME and LGBT communities who are currently under represented at TPR.

Candidates who declare that they have a disability and who meet the essential criteria for the job will be offered an interview.

Applications will be considered on a part time and job share basis.

Please send your CV and a covering letter, with details of how your experience and skills meet our essential criteria to  and inform your line manager of your application.

Employees within their first 12 months of employment who want to apply for this vacancy should first contact their line manager to discuss their application.

If you have any enquiries with regards to this role or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email