Customer Service Executive - Admin

Responsibilities

• Managing a broad range of customer queries and requests across a range of products and processes, ensuring professional and helpful service through effective customer communication.
• Using active listening skills and attention to detail in written communications to understand and support customers so that their needs are understood and service standards are maintained.
• Supporting colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality and compliance standards.
• Build and maintain relationships with internal and external customers and third parties.
• Maintain a detailed knowledge of legislative and regulatory requirements, including Automatic Enrolment, TPR, FCA, DWP, HMRC, DPA and any other relevant rules to ensure adherence to all regulatory requirements and minimise risk to People’s Partnership and customers.
• Handling customer complaints/resolutions and escalating to the Complaints Team when a solution cannot be found; ensuring all issues are resolved and learning opportunities are shared across the team.
• Creating and reviewing process manuals to ensure a high level of accuracy.

• Educated to GCSE Level or equivalent.
• Good working knowledge of Microsoft Excel & Word.
• Experience in Administration/Customer service.
• Numerate with good attention to detail.
• Proven ability to explain detailed and/or complicated information in simple, everyday language.
• Excellent verbal communication skills.
• Self‑motivated, disciplined and organised and ability to work effectively unsupervised.
• Ability to work under pressure and meet quality and performance targets.
• Proven willingness to learn and understand the technical detail of workplace pensions and other financial products.

• Pensions experience.
• Complaint management experience.
• Vulnerable Customer experience.

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future‑saving experience a simple one for our members. We champion fairness and simplicity, not profit‑chasing. Imagine a financial adventure where everyone’s a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We’re a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

Our Customer Services team is the heart of People’s Pension, making sure our customers receive excellent service and technical support. You will provide tailored responses to meet the needs of our customers throughout the life of their relationship with us. You’ll support the team and work with colleagues to ensure we meet our compliance and service standards and achieve our service level agreements.

You will also effectively contribute to the achievement of the department’s overall objectives and apply the Treating Customers Fairly (TCF) culture and principles within your role.