Respond promptly and professionally to incoming calls and emails from pension plan members
Provide helpline support and handle member queries via telephone and email
Assist members in navigating online platforms and self-service tools
Troubleshoot and resolve member issues ensuring high level of customer satisfaction
Document all interactions and maintain accurate records of member communications
Collaborate with internal teams to escalate and resolve complex member issues
Stay up-to-date with industry regulations
Identify opportunities for process improvements

Strong communication skills, both verbal and written
Confidence in handling challenging conversations
Detail-oriented with strong organisational skills
Ability to work independently and as part of a team
Flexibility to work in a fast-paced environment
Proficient in using computer systems and software applications, including Microsoft Office Suite
Previous experience in a customer service role is desirable
Basic knowledge of DC and DB pension plans would be a great start

Customer Service Representative – 12 Month Fixed Term Contract

Key skills