Pensions Customer Service Support in London

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

THE ROLE

(Fixed-Term Contract until December 2025)

The primary role is to provide market leading customer experience to master trust
pension members that results in good customer outcomes and business retention.
This role identifies customer needs and proactively provides information about
relevant products or services to enhance their experience and give support where
needed at key points in the pension journey.

Creates rapport and trust in supporting members to achieve well informed member
outcomes.

Main Responsibilities will include;

• Representing Smart in the delivery of a service experience that stands out from
  the crowd.
• Effectively navigate the Smart Platform to meet customer requirements.
  Identify and resolve issues.
• Achieve agreed SLA timescales and personal performance targets
• Identify retention risk and create revenue opportunities during the course of
  day to day client interaction.
• Make proactive contact with core accounts to retain the business.
• Perform outbound calls in order to correct technical or data issues identified
  through Control Reporting.
• Support other team members when and where necessary in order for SPMT to
  meet overall Service Levels.
• Achieve 5* Trust Pilot Reviews based on the service provided.

WHO WE ARE LOOKING FOR

The skills, experience, and aptitudes we are looking for are listed below but please don’t be discouraged from applying if you don’t meet every single one of these criteria – having a ‘can do’ attitude is sometimes more important than being able to tick every box:

• Experience in pension administration and contact centre operations. Preferred
  qualification in FA2 or similar accreditation.
• Customer centric approach with the ability to actively listen to clients,
  understand their unique needs, and find solutions that address their concerns,
  demonstrating the Smart Experience Hallmark.
• Telephone & written communication skills enable you to clearly articulate and
  resolve potentially complex situations empathetically and professionally.
• Experience in identifying issues with proposed practical solutions.
• Ability to quickly adjust to changing circumstances, tasks, or priorities is
  essential.
• Commitment to ongoing learning and professional development, including
  utilising training resources provided by the company and external courses, for
  example, CII exam.
• Collaborative skills and a willingness to work effectively with colleagues to
  achieve common goals.

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.

Don’t just take our word for it – you can see what our colleagues say about working at Smart onLinkedIn Life and Glassdoor.

BENEFITS

At Smart, one of the eight principles we work to is “We want happy and good people in our team”. We created a list of benefits that helps us achieve this goal:

• 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. They offer unique hand-tied bouquets, luxury flowers, letterbox flowers, plants and gifts to spend on friends and loved ones or even for yourself.

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.