Job Description

We have an excellent opportunity for a Pension Customer Support Agent to join a large pensions provider in Crawley 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 40 calls a day from valued customers and work to provide a positive experience with first time resolution. 

What you’ll be doing as a Pension Customer Support Agent:

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

Be proud of the service that you offer and strive 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 that customers have different needs, and some are vulnerable.

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’d like to see from your application:

Have 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: Crawley. On site.

Training: Provided for the first few weeks. 

If you think this is the Pension Customer Support Agent opportunity for you click Apply now. 

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. 

We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. 

To help you stay safe in your job search we will never ask for your bank details at the application stage. 

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