Customer Experience Advisor

About this role

We’re recruiting for Customer Experience Advisor's to join us on our Member Admin team. This is a varied role that combines both telephony and administrative work. You’ll support pension scheme members and Independent Financial Advisers (IFAs) by handling inbound enquiries, providing information and assistance in response to a range of pension-related queries. Alongside this, you'll manage customer and IFA correspondence, including requests for information, updates to personal details, tax certificates, benefit statements and pension changes.

The balance between telephony and correspondence activities may vary depending on business needs. This is a hybrid role, with colleagues working 2 days per week from our Cardiff office and 3 days from home. The role offers a salary of £24,720 per annum and is based on a 35-hour working week. Full training will be provided, making this an excellent opportunity for someone looking to develop their customer service skills and build their knowledge of pensions and financial services within a supportive team environment.

What you'll be doing: Handling inbound calls from pension scheme members and Independent Financial Advisers Responding to requests supported by a valid signed letter of authority Processing member and IFA correspondence accurately and efficiently Supporting requests for tax certificates, benefit statements and changes to personal details Providing clear information to customers considering changes to their pension Recording customer information accurately across the relevant systems Identifying and escalating complaints, risks or issues where appropriate Following internal processes, regulatory requirements and Consumer Duty expectations Who we're looking for: Experience of providing helpful and professional customer service Strong written and verbal communication skills Confidence handling inbound telephone enquiries Excellent attention to detail Ability to manage several queries and priorities effectively Confidence learning and working across different systems A collaborative approach and willingness to support changing business needs Previous pensions, insurance or financial services experience would be helpful but is not confirmed as essential Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you.