Officer – Customer Support (Development) | The Pensions Regulator Skip to main content

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Officer – Customer Support (Development)

Reporting to: Lead Associate - Customer Support (Development)
Team: Frontline Regulation
Contract type: 12 Month fixed term
Salary: From £26,218 per annum
Location: Brighton
Closing date: Monday 10 February 2020

Job ref: 1757

TPR grade 11: Officer

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 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're looking for a Development Officer to equip the Customer Support team with the knowledge, skills and confidence to deliver an excellent customer service through providing coaching and training as well as assessing quality. We also want you to identify and implement continuous improvements. You will need to:

  • quality assess work outputs against work processes to identify deviations
  • review the handling of customer enquiries against a framework to monitor quality and identify improvements
  • design and deliver training to meet business needs
  • provide 121 coaching to continually improve individual and team performance
  • identify and implement process improvements
  • support and embed learning
  • support the updating of internal processes and procedures 


You will:

  • follow procedures and work within a quality assurance framework, escalating any issues or key decisions to be made
  • deliver monthly quality assurance outputs in line with targets
  • deliver coaching as required by the team and organisational priorities
  • support the development of individuals and teams
  • contribute to team projects
  • deputise for Lead Associate – Customer Support (Development) when required

Essential and Desirable Criteria


  • knowledge of coaching, embedding and performance improvement techniques and methodologies gained through qualification or practical experience
  • ability to identify training and coaching needs and provide feedback
  • ability to communicate outcomes, coach and influence
  • experience of developing others in customer service handling techniques, ensuring outcomes are tailored to the individual customer or business risk
  • experience of identifying and implementing continuous improvements and using evaluation techniques
  • experience of planning, prioritising and delivering own work activities
  • knowledge of Data Protection Act/Freedom of Information principles


  • knowledge of customer service call handling techniques gained through practical experience of working in a contact centre environment
  • experience of working within a quality assurance framework and understanding of methodologies
  • ability to identify inefficiencies and outdated processes and make recommendations for continuous improvement

Person specification

  • communication skills at all levels
  • personable and a team player
  • excellent customer service
  • ability to prioritise and use initiative
  • problem solving and analytical skills

Salary and benefits

As well as a starting salary of £26,218, 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.

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