Pensions Customer Support Consultant in London

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 their 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. Proactively look to identify any additional support, education, and training requirements. Create revenue via our Managed Service and Remediation options by looking for opportunities where clients would benefit from our Managed Service and finally proactively identify areas where non-key accounts require extra support to retain the business.

Main Responsibilities will include:

• Represent Smart in the delivery of 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.
• Delivering service and responding to day-to-day telephone and email enquiries within agreed SLA timescales.
• Meeting personal performance targets.
• Creating revenue by passing opportunities to our Managed Service team.
• Make proactive contact with non-key accounts to retain the business.
• Outbound calls in order to correct technical or data issues from our Control Reporting.
• Support other team members when and where necessary in order for SPMT to meet 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:

• Proficiency in pension administration and contact centre operations.
• FA2 or similar accredited qualifications.
• The ability to quickly adjust to changing circumstances, tasks, or priorities is essential. You should be open to learning new things and taking on different responsibilities as needed.
• Being able to communicate clearly, empathetically, and professionally over the phone. Strong written communication skills are needed for emails, documentation, and workflows.
• Good Interpersonal, Telephone, Written, and Problem-Solving Skills.
• Effective communication and the ability to build rapport with colleagues, clients, and team members are essential.
• The capability to identify issues, analyse them, and propose practical solutions is crucial. Understanding Clients' Needs to Create Bespoke Solutions if appropriate.
• The ability to actively listen to clients, understand their unique needs, and find solutions that address their concerns.
• A commitment to ongoing learning and professional development, including utilising training resources provided by the company and external courses, for example, CII, CF1, FA2 etc.
• Collaborative skills and a willingness to work effectively with colleagues to achieve common goals. The ability to share knowledge and assist team members in their learning and development.
• The ability to maintain high levels of accuracy and thoroughness in administrative tasks.
• Effective time management and task prioritisation are important for delivering administrative services efficiently.
• Good skills in Microsoft Office applications.
• Excellent Understanding of the Smart Pension Admin Hub (CRM).
• The ability to effectively use and navigate CRM systems and software to manage client relationships, track interactions, and gather insights.

These soft skills are essential for success in the role and will enable the individual to excel in tasks related to client management, administration, and team collaboration. Cultivating and demonstrating these skills will contribute to effective performance and positive contributions to the organisation.

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 on LinkedIn 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.

At Smart, we are committed to creating an inclusive and equitable workplace where everyone feels valued, respected, and empowered to do their best work. We believe that diverse perspectives help us lead the way in transforming retirement, savings, and financial wellbeing. We welcome differences in background, experience, thinking, and identity, and we recognise that innovation is strongest when it is built on inclusion and fairness. We encourage applications from people of all backgrounds and experiences and do not discriminate on the basis of any protected characteristic.

If you require any reasonable adjustments during the recruitment process or in the workplace, we encourage you to let us know - we are committed to supporting you.

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.