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Senior Customer Support Advisor

Reporting to: Customer Support - Lead Associate
Team: Frontline Regulation (FLR)
Contract type: Permanent - full time
Salary: From £26,218 per annum
Location: Brighton
Closing date: Thursday 2 July 2020

Job ref: 1888

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.

Role

Are you experienced in delivering exceptional Customer Service, have a talent for communicating and an ability to multi-task?

We’re looking for an experienced Customer Support Officer to act as the point of contact for incoming customer enquiries via telephone and correspondence in respect of regulatory guidance and support for enquiries, and to act as the point of contact in the team for the escalation of complex queries. You will need to:

  • represent TPR as the first point of contact for our customers
  • answer queries from customers (calls / correspondence) in line with customer service targets
  • handle escalated queries in the team and resolve or determine the appropriate course of action
  • be risk aware and if necessary escalate to the appropriate business area
  • continually provide feedback on queries escalated to develop team learning
  • identify and escalate team process improvements
  • be able to coach on queries across the team to establish a culture of continuous improvement and learning
  • be able to explain complex technical information to customers and colleagues in an understandable way
  • liaising with the Customer Support Development Team to identify knowledge gaps and learning needs
  • integrate well within a small contact center team, and be a positive influence with customers and colleagues

Responsibilities

  • Be responsible for accurate recording of customer details and information.
  • Communicate complex and technical information to a variety of audiences.
  • Decide on which queries pose a potential risk and escalate based on experience and knowledge.
  • Use your judgement to determine which enquiries have been escalated incorrectly and pass back to team.
  • Identify coaching opportunities with individuals to promote continuous learning and improvements.
  • Be able to deliver and coach against our service level agreements (SLAs).
  • Contribute to team and directorate projects.

Essential and desirable criteria

Essential

  • Experience of customer service call handling techniques gained through a complex technical contact centre.
  • 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.
  • Knowledge of Data Protection Act / Freedom of Information principles.
  • Evidence of using ideas, insights and lessons learnt to improve performance and/or delivery.
  • An ability to assimilate information and understand a lot of information, determine what is important and challenge if required.

Desirable

  • Experiencing in identifying and actioning service improvement.
  • Experiencing in coaching and developing others around internal processes and a variety of customer queries.
  • Thorough knowledge of TPR powers, priorities, and business rules.
  • At least two years’ experience of customer service call handling techniques gained through a complex technical contact centre.
  • Pension industry or financial service experience in a contact centre environment.

Person specification

  • Proactive and flexible.
  • 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.
  • Leadership 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.

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

Please send your CV to recruitmentteam@tpr.gov.uk along with a covering letter, quoting ref 1888 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 recruitmentteam@tpr.gov.uk.