Job Description

We have an excellent opportunity for a Pension Customer Support Agent to join a large pensions provider in Liverpool city centre assisting customers with day to day enquires regarding their pension account. 

Role Summary

As a Pension Customer Support Agent, you will be supporting pension account holders with day-to-day queries regarding their account and pension. You will handle up to 50 calls a day from valued customers and work to provide a positive experience with first time resolution. The role will be working on site full time from the company’s office in Liverpool where you will benefit from onsite training.

What you’ll be doing:

Handle calls daily with a volume of 40 calls a day.

Be proud of the service that you offer and strive to do everything you can to help – be willing to go the extra mile to resolve queries at first contact.

Take ownership of issues and see them through to resolution.

Communicate in an open and honest way.

Understand the different needs and vulnerabilities.

Pay attention and ensure that all requests are acted upon, and all details are accurately recorded.

Recognise when a customer needs to be assisted further by a senior colleague and escalate accordingly.

Be willing to attend and participate in any training that is offered to you, to include up skills, external training, and regulatory training.

Participate in team huddles.

What we’re looking for in a Pension Customer Support Agent:

Experience working in a customer service call centre environment.

Experience supporting vulnerable customers.

Can demonstrate patience, empathy and compassion when required.

Have good listening & communication skills.

Have the ability to remain calm and professional in difficult and challenging situations.

Listen to your customer (their expressions, behaviour and words used) to help identity when your customer is dissatisfied.

Can be flexible when required.

Core hours: Monday - Friday between 9am - 5pm

Location: Liverpool City centre. Full time on site.

Training: Provided for the first few weeks. 

To apply for this role as Pension Customer Support Agent, please click apply online and upload an updated copy of your CV.

Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

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