Lead Administrator Customer Support

Job summary

Representing TPR as the point of contact for incoming customer enquiries via telephone and correspondence, and to identify and escalate complex queries

• Answer queries from customers (calls/correspondence) in line with customer service targets
• Resolve or determine the appropriate course of action for c85% of contact
• Identify and hand off complex queries
• Identify risks presented during an enquiry and escalate to the appropriate business area
• Identify and escalate team process improvements

Job description

The role and responsibilities

• Support our customers by helping make workplace pensions work and be their first point of contact for inbound calls and emails.
• Go the ‘extra mile’ to deliver a truly excellent customer service. We strive for right first time and set clear and accurate expectations.
• Act with care and integrity to build rapport and trust with our customers. Ensure we fully understand their needs and resolve their query, whilst creating a positive customer connection.
• Follow guided procedures with attention to detail to enable you to resolve customer queries, whilst maintaining compliance.
• Explain technical information in an easy-to-understand way.
• Contribute to an open and supportive team culture by collaborating with your colleagues to ensure customer needs are met and be a positive influence with customers and colleagues.
• Proactively share feedback and solutions on how we can improve our services and processes.
• Take ownership of your own personal development; not only will you be supported in developing within your role but there’s lots of further development opportunities to help you reach your career aspirations.

Person specification

Essential Criteria

• Experience in a contact centre environment.
• Experience of using customer service handling techniques to deliver excellent customer service.
• Strong communication skills in questioning, probing, and extracting information.
• Ability to be genuine and empathetic with customers and demonstrate a desire to help and support.
• Experience of analysing information received during a customer enquiry to resolve or escalate appropriately.
• Experience of tailoring communication style to deal with a variety of enquiries and customers both verbally and in written format.
• Proficient in Microsoft packages and previous experience using customer service software, databases and/or CRMs.
• Ability to meet customer service targets.
• Honest, conscientious and genuine, caring about helping make workplace pensions work.
• The ability to quickly build rapport to understand your customer’s needs to give them a truly excellent experience.
• Ability to prioritise workload and use initiative.
• Good attention to detail and accuracy.
• A strong team player who contributes to a supportive team culture.
• Solutions driven to help solve problems and take ownership

Benefits

Alongside your salary of £29,188, Pensions Regulator contributes £8,455 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

We offer 25 days annual leave plus bank holidays, a hybrid working model, 35 hour working week (full-time), flexible working patterns, and flexitime. We also provide competitive parental leave, as well as a Civil Service Pension with an average employer contribution of 28.97%. Our dedicated benefits portal (Edenred) offers retail, gym, tech and restaurant discounts, and a cycle to work scheme.

TPR offers:

• Genuine opportunities for learning and development.
• A values-led, inclusive environment.
• Hybrid working and flexible shift patterns.
• A vibrant workplace with employee networks (Disability, Family, LGBT+, Minority Ethnic, Mental Health, Women’s).

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Applications

To avoid disappointment, we would invite you to submit your application as soon as possible, as we reserve the right to close the vacancy early if a high volume of applications are received. This is to ensure that we can continue to provide a positive candidate experience, with each application being reviewed and considered. Unfortunately, once a vacancy has closed, we are unable to consider further applications.

Current TPR employees who want to apply for this vacancy should first contact their line manager to discuss their application.

We welcome applications on a part time and job share basis.

Please note that TPR is unable to offer visa sponsorship. All applicants must already hold Right to Work in the UK for the duration of their employment. For more information on Right to Work, please visit Prove your right to work to an employer: Overview - GOV.UK.

Selection and interview

If you are shortlisted for interview, we’ll be in contact with you shortly after the closing date. We aim to respond to every application however due to the large volume of applications this is not always possible. If you have not heard from us within 21 days of submitting your application, please assume you have been unsuccessful on this occasion.

As a Disability Confident Employer, we’re committed to the recruitment, employment, retention, and development of people with disabilities, and to improving their employment opportunities. Candidates who declare that they have a disability and who meet the essential criteria will be an offered an interview. Please note that if we receive a high volume of Disability Confident applicants, we reserve the right to offer an interview to those who best meet the essential criteria.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Recruitmentteam@tpr.gov.uk
• Email : Recruitmentteam@tpr.gov.uk

Recruitment team

• Email : Recruitmentteam@tpr.gov.uk