At a Glance
- Tasks: Guide customers through their pension journey via phone, chat, and email.
- Company: Join PensionBee, a leader in simplifying pensions since 2014.
- Benefits: Enjoy 25 days leave, healthcare, and a supportive team culture.
- Other info: Diverse and inclusive workplace with excellent growth opportunities.
- Why this job: Make a real difference in people's lives while building your career.
- Qualifications: Confident communication skills and a passion for helping others.
The predicted salary is between 32708 - 32708 £ per year.
Full-time; reporting to a Customer Success Team Leader Southwark, London /Hybrid 3 days in the office 2 days remote, with training during the first 4 weeks taking place in our London office 5 days a week. UK Right to work required £32,708 per annum Start Date: November, 2026.
Join PensionBee and help people feel confident about their retirement. For far too long, pensions have been difficult to understand and manage. Since 2014, we've made it our mission to fix that; helping people combine their retirement savings into one simple account they can manage from the palm of their hand. As a Customer Success Manager, you'd be at the heart of that mission - the friendly, knowledgeable voice guiding customers through their savings journey, mainly by phone, plus live chat and email. Real conversations that genuinely change how people feel about their future.
About the role: This role provides the opportunity to work in a thriving customer success team and interact directly with customers on a daily basis via phone call, live chat and email. We’re looking for personable applicants who feel confident communicating with others. Working in a collaborative environment, you’ll help to ensure our customers’ transfers run smoothly and their questions are answered. Our Service Level Agreement (SLA) is that we respond to emails and action administrative account and pension tasks within one working day. We also aim to pick up inbound customer calls and Live Chats within 30 seconds.
Objective & Key Skills:
- A confident, clear telephone manner alongside strong written communication
- Exceptional attention to detail
- Strong work ethic and a team-oriented spirit
- Good problem-solving skills
- A confident, personable attitude
- Prior knowledge of the pension market is advantageous, but not required as full training will be given
Specific Tasks & Duties:
- Answering inbound customer calls promptly and delivering excellent, empathetic customer service on every call.
- Looking after our customers across live chat and email, and ensuring they feel supported, responding within SLA.
- Completing administrative duties related to customer accounts & pensions.
- Explaining complicated pension information clearly and concisely to customers, whether by phone, chat, or email.
- Walking customers through our product and supporting them when they are trying to complete an action on their online account (BeeHive).
- Speaking with other pension providers to make sure transfers run smoothly.
- Supporting customers going through sensitive life events such as divorce, ill-health, or the loss of a loved one, with particular care given to tone and pace on calls.
- Working alongside your team (Hive) to fulfil your own part of rota'd tasks and activities and collaborating to support other team members when needed.
- Attending training sessions specific to the role and completing classroom quizzes afterwards.
Diversity & Inclusion at PensionBee: We welcome all candidates and are proud to have been awarded Employer of the Year at the Financial Adviser Diversity in Finance Awards 2022 and Trailblazing Company of the Year 2024. We know the need to meet every criteria can sometimes get in the way of meeting brilliant candidates. We believe the right drive is often more important than degrees, so if you have an interest in the role, relevant past experience and are passionate about what we do, get in touch as we'd love to hear from you. Additionally, it’s not just about paying lip service but monthly celebrations of our differences and opportunities to learn more about our colleagues and friends; from our discussion on men’s mental health to our Pride Picnic. At PensionBee we're committed to provide equal rights, opportunities and treatment for all. We believe all companies have a duty to provide a supportive working environment for their employees and should be transparent. Here you can find our Diversity and Inclusion policy which provide more information on our approach, including our commitments to flexible working requests and reasonable adjustments from day one. We want everyone to be able to access the same opportunity, and some people might need extra support to have this access. If there’s an adjustment we can make that would help you perform to the best of your ability during the application process, like using a computer during a task instead of writing by hand, or booking in time for a longer interview, please reach out to our People Team at people@pensionbee.com.
Benefits:
- End of year bonus
- 25 days annual leave, 5 extra days for people with caring responsibilities and additional leave days for people living with a disability;
- Generous and transparent gender inclusive Parental Leave policy;
- Pension scheme with 6% employer contribution;
- Bupa Private Healthcare plan, Thrive, SmartHealth Virtual GP, Income Protection Insurance and Enjoy Benefits;
- Regular company-wide sessions: CEO Session, Show & Tell and varied D&I agenda; giving you an opportunity to share your ideas and learn about other areas of the business;
- A Happiness! meeting: Every 6 weeks you will have the chance to speak with your manager about your well-being;
- A warm and motivated team working to make a real difference for our customers.
Hiring Process:
- Stage 1: Application review.
- Stage 2: Interview with People Team.
- Stage 3: Interview with a member of the Customer Success Leadership team.
- Stage 4: Group session: a presentation on PensionBee, a UK Pension 101 overview, and practical tasks, with space for questions about the company and the role.
- Stage 5: Final decision. Shortlisted candidates will have final decisions made, and unsuccessful candidates will receive feedback.
Customer Success Manager employer: PensionBee
At PensionBee, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that values diversity and employee well-being. As a Customer Success Manager in our vibrant Southwark office, you'll enjoy a hybrid working model, generous benefits including a competitive salary, annual leave, and a comprehensive healthcare plan, all while making a meaningful impact on customers' retirement journeys. With ample opportunities for personal and professional growth, you’ll be part of a dedicated team committed to transforming the pension experience for our clients.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PensionBee. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PensionBee before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PensionBee:Your cover letter is your chance to shine! Tell us why you want to work at PensionBee specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PensionBee!
How to prepare for a job interview at PensionBee
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
