Pensions Customer Service Support

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 market leading customer experience to master trust clients and pension members that results in good customer outcomes and business retention. 

Creates and develops strong working relationships in the provision of day to day contact centre support to core employer accounts with their duties as Pension Scheme Administrator.  

Identifies opportunity to retain and develop and retain the relationship during employer interactions, including  any additional support, education, and training requirements alongside opportunity to develop the value of the account. 

Supporting member retention through providing information and guidance on options to aid well informed member outcomes.  

Want to join an awesome team that's receiving fantastic feedback? We’d love to have you on board!

Main Responsibilities will include;

• Representing 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.
• Identify and resolve client issues.
• Achieve agreed SLA timescales and personal performance targets 
• Identify retention risk and create revenue opportunities during the course of day to day client interaction. 
• Make proactive contact with core accounts to retain the  business. 
• Perform outbound calls in order to correct technical or data issues identified through Control Reporting
• Support other team members when and where necessary in order for SPMT to meet overall Service Levels
• Achieve 5* Trust Pilot Reviews based on the service provided

Requirements

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:

• Experience in pension administration and contact centre operations. Preferred qualification in FA2 or similar accreditation
• Customer centric approach with the  ability to actively listen to clients, understand their unique needs, and find solutions that address their concerns, demonstrating the Smart Hallmark.
• Telephone  & written communication skills enable you to clearly articulate and resolve potentially complex situations empathetically and professionally.
• Experience in identifying issues with proposed practical solutions.
• Ability to quickly adjust to changing circumstances, tasks, or priorities is essential. 
• Commitment to ongoing learning and professional development, including utilising training resources provided by the company and external courses, for example, CII exam
• Collaborative skills and a willingness to work effectively with colleagues to achieve common goals

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 the Great Place To Work website, 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.  
• Hybrid working- 2 days per week from our London office.
• £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. We also serve free lunch, breakfasts and social drinks weekly. 
• Smart employees also enjoy a 50% discount on orders from our sister company Arena Flowers, Britain's most ethical florist. They offer unique hand-tied bouquets, luxury flowers, letterbox flowers, plants and gifts to spend on friends and loved ones or even for yourself.

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