Customer Service Support Consultant - 6 month FTC

At Smart, our mission is to transform retirement, savings and financial wellbeing across all generations around the world.

THE ROLE

The primary role is to provide telephone and email support to the Smart Adviser network, their client base, and key employer accounts in duties as Pension Scheme Administrator. Create and develop a strong working relationship with Advisers and Employers, supporting their everyday needs in relation to meeting their ongoing auto‑enrolment obligations and broader pension requirements. Represent Smart in delivering a service experience that stands out from the crowd. Effectively navigate the Smart Platform (adviser, employer, admin hub) to meet client and adviser requirements. Assist with the set‑up of payroll software and submission of contributions. Seek ongoing education and support through the identification of client issues. Deliver service and respond to day‑to‑day telephone and email enquiries within agreed SLA timescales. Meet personal performance targets. Create revenue by passing opportunities to our Managed Service team. Make proactive contact with non‑key accounts to retain the business. Outbound calls to correct technical or data issues from our Control Reporting. Support other team members when and where necessary to meet Service Levels. Achieve 5‑star Trust Pilot Reviews based on the service provided.

WHO WE ARE LOOKING FOR

• Proficiency in pension administration and contact centre operations.
• FA2 or similar accredited qualifications.
• Reliability and adaptability – the ability to quickly adjust to changing circumstances, tasks, or priorities.
• Telephone & written skills – communicate clearly, empathetically and professionally over the phone and in written form.
• Strong written communication skills for emails, documentation and work flows.
• Good interpersonal, telephone, written and problem‑solving skills.
• Effective communication and the ability to build rapport with colleagues, clients and team members.
• The capability to identify issues, analyse them and propose practical solutions.
• Understanding clients’ needs to create bespoke solutions when appropriate.
• Client‑centric approach – actively listen to clients, understand their unique needs and find solutions that address their concerns.
• Continuous learning – ongoing learning and professional development, including training resources such as CII, CF1, FA2 etc.
• Working well within a team and providing internal training and support – collaborative skills and willingness to work effectively with colleagues to achieve common goals.
• Attention to detail – maintain high levels of accuracy and thoroughness in administrative tasks.
• Organisational skills – effective time management and task prioritisation.
• Good skills in Microsoft Office applications.
• Excellent understanding of the Smart Pension Admin Hub (CRM).

WHO WE ARE

We work in partnerships with governments and financial institutions in the UK and internationally. Our cloud‑native digital platform is revolutionising how people around the world think about, and save for, their retirement. At heart, we’re a financial technology business. What we do is all about innovation, and using the power of digital change to put the customer first. Our engineers will tell you that working at Smart gives you the opportunity to play your part in developing world‑class technological solutions, working with – and learning from – like‑minded people. You’ll also find that, across our business, our colleagues love Smart’s culture, and how what we do means better financial outcomes for savers. That feels worthwhile, and it means that what we do, collectively, goes way beyond the nine to five of a typical working day.

BENEFITS

• 25 days’ holiday per year, increasing with length of service.
• £500 annual training budget to spend on your professional development.
• Extensive private healthcare, including dental, eyecare and EAP.
• Enhanced sick leave (three months’ pay per year).
• Enhanced maternity and paternity (maternity – 6 months fully paid / paternity – 3 weeks fully paid).
• Death in service insurance cover.
• Fully‑paid five‑week sabbatical after five years of employment.
• In‑office wellbeing, such as manicures, massages and barbers.
• Smart employees also enjoy a 50% discount on orders from our sister company Arena Flowers, Britain's most ethical florist.

We think Smart is an awesome place to work. If it sounds like somewhere you’d like to work, too, and if you’re ready to play your part in our continued success in the future, then naturally we’d love to meet you.