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Officer - Service Delivery (Service Management Adviser)

Reporting to: Specialist - Service Delivery
Team: Automatic Enrolment
Contract type: Permanent
Salary: From £26,873 per annum
Location: Brighton
Closing date: Monday 19 October 2020

Job ref: 60272

TPR grade: 11

About us

The Pensions Regulator (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 service management adviser to work within the service and performance team who are responsible for ensuring our third-party supplier deliver a high-quality service, which enables all employers to comply with their automatic enrolment duties.


  • Work with the service and performance manager to ensure our third-party supplier operations are delivered in line with the contract and provide a good customer experience.
  • Act as a point of contact for enquiries and issues in connection with the services (customer support, compliance and enforcement, complaints, declaration of compliance).
  • Raise and manage incidents through to closure.
  • Be responsible for the completion of the quality and risk checks and provide a monthly report on themes and trends.
  • Listen to customer calls and review correspondence to identify trends and opportunities for improvements to processes and customer experience.
  • Drive implementation of improvements within our third party.
  • Carry out investigations using customer relationship management (CRM) system and prepare briefings notes when issues arise.
  • Review our third-party supplier performance in accordance with the operating service levels (OSL) and key performance indicators (KPI).
  • Support projects including the smooth exit/transition of services from the current supplier.

Essential and desirable criteria


  • Ability to build effective working relationships with key stakeholders.
  • Confidence to challenge.
  • Experience of working in a customer focused environment.
  • Experience of assimilating information from multiple sources to and presenting in a clear concise way.
  • Excellent communication skills written and oral.
  • Drive change and deliver improvements.

Person specification

  • Excellent customer service.
  • Ability to prioritise and use initiative.
  • Problem solving and analytical skills.
  • Attention to detail and accuracy.
  • Personable and a team player.

Salary and benefits

As well as a starting salary of £26,873,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 to along with a covering letter, quoting ref 60272 with details of how your experience and skills meet our essential criteria and details of your notice period.

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

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