Smart
Smart is a cloud‑native digital platform that transforms retirement, savings and financial wellbeing for individuals and organisations around the world.
About the Role
Provide telephone and email support to the Smart Adviser network, their client base, and key employer accounts as a Pension Scheme Administrator. Build strong relationships with Advisers and Employers, supporting their ongoing auto‑enrolment obligations and broader pension requirements. Identify opportunities for additional support, education, and training; generate revenue through Managed Service and Remediation options.
Key Responsibilities
- Represent Smart in the delivery of a service experience that stands out from the crowd.
- Navigate the Smart Platform (adviser, employer, admin hub) to meet client and adviser requirements.
- Assist with payroll software set‑up and submission of contributions.
- Identify client issues and seek ongoing education and support.
- Respond to day‑to‑day telephone and email enquiries within agreed SLA timescales.
- Meet personal performance targets.
- Generate revenue by passing opportunities to the Managed Service team.
- Make proactive contact with non‑key accounts to retain the business.
- Make outbound calls to correct technical or data issues from Control Reporting.
- Support other team members to meet Service Level targets.
- Achieve 5* Trust Pilot Reviews based on the service provided.
What We’re Looking For
- Proficiency in pension administration and contact centre operations.
- FA2 or similar accredited qualifications.
- Ability to adjust quickly to changing circumstances, tasks, or priorities.
- Strong communication skills (telephone, written) and empathy.
- Effective relationship building with colleagues, clients, and team members.
- Analytical thinking to identify issues and propose practical solutions.
- Active listening and client‑focused problem solving.
- Commitment to ongoing learning and professional development (including training resources, CII, CF1, FA2, etc.).
- Collaboration skills and willingness to share knowledge.
- High accuracy and thoroughness in administrative tasks.
- Effective time management and task prioritisation.
- Proficiency with Microsoft Office applications.
- Excellent understanding of Smart Pension Admin Hub (CRM) and related software.
Benefits
- 25 days holiday per year, increasing with length of service.
- £500 annual training budget.
- Extensive private healthcare, including dental, eye care and an EAP.
- Enhanced sick leave (three months’ pay per year).
- Enhanced maternity leave (6 months fully paid) and paternity leave (3 weeks fully paid).
- Death in service insurance cover.
- Fully paid five‑week sabbatical after five years of employment.
- In‑office wellbeing services (manicures, massages, barbers).
- 50% discount on orders from Arena Flowers.
Equality, Diversity and Inclusion
We are committed to creating an inclusive and equitable workplace where everyone feels valued, respected, and empowered to do their best work. We welcome applications from people of all backgrounds and experiences and do not discriminate on the basis of any protected characteristic. If you require reasonable adjustments during the recruitment process or in the workplace, please let us know – we are committed to supporting you.
Pensions Customer Support Consultant employer: Smart Pension
At Smart, we pride ourselves on being an exceptional employer that champions professional growth and a collaborative work culture. Our commitment to employee wellbeing is reflected in our generous benefits package, including extensive private healthcare, a £500 annual training budget, and a fully-paid five-week sabbatical after five years. Located in a vibrant environment, we foster inclusivity and innovation, making it a rewarding place for individuals looking to make a meaningful impact in the financial wellbeing sector.
