Pensions Call Advisor in Dundee

We know life looks a little different for each of us. That’s why at Tesco, we always welcome chats about flexible working. Some people are at the start of their careers, some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. So, talk to us throughout your application about how we can support.

An opportunity has arisen for a Pensions Call Advisor at our Dundee Customer & Colleague Engagement Centre. The successful candidate will be responsible for answering and resolving calls and written correspondence to the Pensions Helpline and supporting the creation of tasks, activities and calculations for the administration teams.

This is a full-time position working 36 hours per week Mon - Fri 09:00 to 17:00. Please note: This role is blended working, with the expectation of a minimum of 3 days working in the Dundee CCEC each week.

• Answering calls to the Pensions Helpline ensuring the call is seen through to the point of resolution and closure. Meeting defined KPIs and SLAs.
• Creation of tasks, activities and calculations for the administration teams.
• Supporting the Pension teams to respond to written enquiries either by letter or e-mail.
• Maintaining the Pension administration system and supporting databases with all relevant information from calls and contact with members.
• Understanding the SLAs for the Pension Helpline and pro-actively supporting all processes to maintain compliance and minimise escalations and complaints.
• Completing quality assurance checks on both verbal and written communications from the Pension helpline.
• Providing clerical support, where required, to other members of the department, and taking the initiative to identify processes and opportunities to improve the teams knowledge and efficiencies.
• Following our Business Code of Conduct and always acting with integrity and due diligence.

• To apply for this opportunity, you must be a permanent Tesco colleague.
• Very strong communication skills - written and verbal.
• Prioritisation and time management.
• Strong Team work ethic and willingness to help.
• Highly motivated and keen to learn.
• Numerate and analytical.
• Experience relevant but not essential.
• UK DB Pension Scheme knowledge.
• 1+ years of UK (Defined Benefit) Pension Scheme call handling experience.
• Experience of using Aquila Heywood’s Altair pension system.
• Experience of pension benefit calculations (Desirable but not essential).
• Knowledge of UK Pensions legislation (Desirable but not essential).

We offer excellent benefits that help make Tesco a great place to work! These include but are not limited to:

• Annual bonus scheme.
• Holiday starting at 20 days plus a personal day rising to 22 days after 12 months (plus 8 Bank holidays).
• Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution.
• Life Assurance - 5 x contractual pay.
• Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home.
• Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.

About Us
We pride ourselves on being a company where everyone’s welcome and truly feels able to be themselves. We not only celebrate diversity but recognise the value and opportunity it brings in helping us to serving our customers, communities and planet a little better every day. We strive to build a workforce that reflects our customers, not only here in the UK, but worldwide. In offering many varying working patterns across our business, our aim is to attract a diverse range of applicants from all walks of life. If you’re as passionate as we are about providing the best customer experience, we’d love to hear from you.