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About the role
Key responsibilities & impact- Explaining stuff clearly, calmly, and without drowning anyone in jargon
- Showing customers and advisers how to use Digital Account journeys (and making them feel good about it)
- Spotting repeat problems and helping stop them happening again
- Supporting customers who choose to transact without advice – clearly, fairly, and with the right risk warnings
- Recognising vulnerable customers and giving them thoughtful, appropriate support
- Handling complaints with empathy, confidence and professionalism
- Achieve and maintain competency in accordance with the T&C Governance scheme
- Keeping your pensions knowledge fresh and processes tidy
- Managing risk responsibly and raising flags when something doesn’t look quite right
- Working closely with teammates who value collaboration over ego
Requirements
What you’ll need- Have customer service experience (contact centre is a bonus, not a dealbreaker)
- Genuinely enjoy helping people, not just “handling queries”
- Can build rapport without forcing it
- Like fixing things properly the first time
- Care about quality, accuracy, and doing the right thing
- Enjoy learning, improving, and getting a little better every week
Benefits
Comp & perks- Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options - for peace of mind.
- Pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions.
- 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days.
- Additional flexibility through our Time Off When You Need It policy – to balance your work and personal commitments.
- Market leading Inspiring Families policy including comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
communicationempathyproblem-solvingcustomer servicerapport buildingquality assurancerisk managementcollaborationadaptabilityprofessionalism
Certifications
T&C Governance scheme competency