You will be responsible for providing each customer with a positive experience and working to resolve their queries over the phone and email as well as completing administrative activities.
This is a great opportunity to join the pension industry, and further your experience in customer services whilst working in a friendly office in Birmingham.
What you’ll be doing:
Handle customer calls daily with a volume of 40 - 50 calls a day.
Manage inbound calls from customers to discuss any enquiries they may have relating to their life or pension account.
Provide a clear and efficient response within company guidelines that always puts the customer first.
Providing updates and information where applicable around their pension product such as valuations, transfer progress, and balance.
Spotting potential complex queries / complaints and raising these internally to ensure a swift resolution.
Updating the client database with all key information acquired from the call.
Understand that customers have different needs and some are vulnerable.
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.
This role does not involve cold calling.
What we’d like to see from your application:
Have experience working in a customer service call centre environment.
Experience supporting vulnerable customers.
Excellent interpersonal and empathy skills to really connect with each customer and make a positive experience on each interaction.
Understanding of mathematics and interpreting data.
English fluency both written and verbal.
Experience within financial services would be beneficial.
Location: Full time onsite in Birmingham.
The rate on offer: £150 per day gross before umbrella deductions.
Hours: 37.5 hrs per week Monday to Friday. Shifts between 9am and 6pm.
Duration: Initial 3 month contract with opportunity to extend.
To be considered for this opportunity you must email your CV to with the subject matter: Pension Customer Support Agent - Birmingham
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.
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