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Customer Support Advisor

Reporting to: Customer support Team Leader
Team: Frontline Regulation
Contract type: Fixed term for 12 months
Salary: Between £21,730 and £28,846 per annum dependent on skills and experience, with access to performance related pay, bonus and civil service pension scheme
Location: Brighton
Closing date: Monday 14 June 2021

Job ref: 90874

TPR grade: 13

About us

The Pensions Regulator (TPR) is responsible for protecting workplace pensions in the UK. We work with employers and those running pensions to help people save safely for their retirement.

We have a fantastic office located in the heart of Brighton that is a short distance from the train station, shops and the sea.

We put our 700+ employees first by supporting flexible working and offering a diverse, lively and inclusive environment. This includes LGBT+ Network (PROUD), Women’s Network, BAME Network (ME) and a Disability Network, which offer supportive spaces to connect with like-minded individuals.

We are committed to making TPR a great place to work. We do all we can to support our people reach their full potential with training, secondment and development opportunities.

Role

Are you passionate about helping people, have a talent for communicating and an ability to multi-task? We are looking for a confident, resilient, articulate, team player who is able to learn a variety of systems to a high level of competence, whilst achieving our customer service targets.

Responsibilities

You will:

  • represent TPR as the first point of contact for our customers
  • combine your experience with guided procedures to help customers with their queries. These can range from providing information on completing regulatory returns or dealing with a customer who may have been duped by a pension scam
  • be able to explain complex technical information in an understandable way
  • we want you to go the ‘extra mile’ for our customers, to be polite, professional and enthusiastic
  • integrate well within a small contact centre team, and be a positive influence with customers and colleagues

Essential and desirable criteria

Essential

  • experience of customer service call handling techniques gained through a complex technical contact centre
  • experience of analysing information received during a customer enquiry to resolve or escalate appropriately
  • knowledge of contact centre (or customer service) software, databases, and CRM tools
  • experience of tailoring communication style to deal with a variety of customers and enquiries with skills in questioning, probing, and extracting information
  • ability to communicate complex information verbally and in written format

Desirable

  • pension industry or financial service experience in a contact centre environmen

Person specification

  • proactive and flexible
  • can do approach
  • ability to prioritise and use initiative
  • problem solving and analytical skills
  • 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 salary between £21,730 and £28,846, 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

Please send your CV and a written statement to recruitmentteam@tpr.gov.uk quoting ref 90874. The statement should be no longer than 500 words, describe why you would be a suitable candidate and how your experience and skills meet our essential criteria.

We are an inclusive employer and offer 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.

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 be aware we are currently holding interviews through Skype due to COVID-19.

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 recruitmentteam@tpr.gov.uk.