First Contact Specialist

Salary Description:
£26, 916-£30, 168
Location Description:
London, Canary Wharf
Job Role:
Pensions Administrator, Pensions Consultant, Other
Employment Type:
Contract Type:
Application Deadline:
5th April 2019
18th March 2019
The Pensions Ombudsman
Job Ref:
Canary Wharf

The Pensions Ombudsman is a free, independent organisation set up to help people that have any complaints/issues about workplace pensions.  We look at the facts without taking sides. We aim to constantly support one another to provide the best service we can for the people who need us most. What we do really makes a difference to people’s lives, particularly at a time when every penny counts when saving for the future.

We are looking for a First Contact Specialist on a 24-month fixed-term contract, to join our growing First Contact team. 

The First Contact Specialist will be the first point of contact with the public when they need help with queries, and they will respond to call enquiries and all other enquiries within a timely manner.  The role is very customer-service based and requires someone with excellent telephone skills.

The role

As a First Contact Specialist, you will;

  • Be the first point of contact for customers dealing with enquiries
  • Inform customers how TPO can assist them with their complaint/dispute
  • Identify key issues and gather appropriate information quickly and accurately
  • Ensure all enquiries are concluded and dealt with in the most effective, timely and efficient manner
  • Develop and maintain good relationships, internal and external
  • Provide support to customers and be sensitive when necessary
  • Use judgment and understanding of TPO’s policies to resolve issues
  • Escalate cases when necessary
  • Manage own caseload on a day-to-day basis.

What we’re looking for

Essential Skills:

  • Ability to engage with a wide range of customers effectively both verbally and in writing.
  • Understand the need for confidentiality and ability to remain impartial, be clear, sensitive and tactful.
  • Assess information quickly, identify key issues, and give sound and well-reasoned responses that consider a range of possible solutions.
  • Remain calm and organised under pressure; manage own workloads; be aware of workload of others.
  • Support colleagues and the wider organisation: act cooperatively, engage on projects and strategic initiatives, monitor data and trends.

Desirable Skills

  • Experience within customer service based role
  • Have an understanding of complaints handling, preferably in pension-related environment
  • Be competent with IT particularly Outlook, Word, and Excel; learn to use case management systems/databases quickly
  • Knowledge of pensions and the ability to build this to a strong level.

 What we offer you

  • A competitive salary
  • 25 days annual leave plus bank holidays and 2 ½ privilege days
  • Flexi time – we offer really flexible working hours between 7am and 7pm
  • The opportunity to work from home a couple of days week

If you want to make a real difference to people’s lives when they need support the most, then apply now! Click on the Apply link for more information. 

Closing date for applications: 12pm on Friday 5 April 2019.

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