Firstsource Solutions UK Ltd | Customer Service Advisor- Pensions

Role- Customer Service Advisor- Pensions Salary- £11.63 per hour, £22,678.50 per annum Hours- Full time (37.5) between 8.30am and 5.30pm Monday to Friday (no weekends!) Location- Work from home! Training Period- 8 weeks, please note no annual leave will be permitted during this period Were looking for new team members to join us within one of our new and growing clients, working with pensions! Youll be speaking to individual members and supporting them with a variety of questions around their account and various products, and providing them with the highest levels of customer service. This could be discussing retirement options and products with those who are approaching retirement age, helping someone log back into their online account, or maybe taking a complaint from someone whos had some poor service previously. As part of helping your members, you may be required to send requests off to other teams and departments, so youll need to really understand your members query to log this for them and receive a suitable response, which you may then need to relay back to them. Both written and verbal communication is therefore important in this role. What a typical day will look like- Communication with customers and scheme members through a mixture of inbound and outbound calls Gaining knowledge to be able to respond to members enquiries about different products and services provided Raise and log any complaints made from members Accurately capturing members details and interactions across multiple systems to ensure all records are up to date Submitting clear and succinct requests or queries to other departments Identifying vulnerable indicators and taking appropriate action to support the member on their journey, as well as escalating and expediting cases where required Following sometimes complex processes with high levels of attention to detail to adhere to quality and process requirements We will rely on you to: Exceed member expectations by delivering a friendly and empathetic service, adapting your communication style as required to deliver a positive member experience Demonstrate a keen willingness to support members with simple or complex queries Engage in efficient work practices by understanding and utilising our software while keeping up to date on process changes and key management tools Work as part of a team to contribute to a positive and nurturing workplace culture Demonstrate an ability to work in a high-pressure environment while adhering to internal and external regulations and quality standards Requirements: Computer literate. A stable home broadband setup, with a minimum of 15mbps down and 5mbps up and a dedicated space to work from. Strong written and verbal communication skills Advantageous Significant customer service experience, ideally in a contact centre environment. A good understanding of pensions administration A high level of computer literacy and competency; experience with Microsoft Office is desirable. Benefits: Work From Home