Pensions Customer Support Consultant

At Smart, our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.

The Role

The primary role is to provide telephone and email support to the Smart Adviser network, their client base, and key employer accounts in their duties as Pension Scheme Administrator. Create and develop a strong working relationship with Advisers and Employers, supporting their everyday needs in relation to meeting their ongoing auto-enrolment obligations and broader pension requirements.

Proactively look to identify any additional support, education, and training requirements. Create revenue via our Managed Service and Remediation options by looking for opportunities where clients would benefit from our Managed Service and finally proactively identify areas where non-key accounts require extra support to retain the business.

Main Responsibilities

• Represent Smart in the delivery of a service experience that stands out from the crowd.
• Effectively navigate the Smart Platform (adviser, employer, admin hub) to meet client and adviser requirements.
• Assist with the set up of payroll software and submission of contributions.
• Seek ongoing education and support through the identification of client issues.
• Delivering service and responding to day-to-day telephone and email enquiries within agreed SLA timescales.
• Meeting personal performance targets.
• Creating revenue by passing opportunities to our Managed Service team.
• Make proactive contact with non-key accounts to retain the business.
• Outbound calls in order to correct technical or data issues from our Control Reporting.
• Support other team members when and where necessary in order for SPMT to meet Service Levels.
• Achieve 5* Trust Pilot Reviews based on the service provided.

Who We Are Looking For

The skills, experience, and aptitudes we are looking for are listed below but please don’t be discouraged from applying if you don’t meet every single one of these criteria – having a ‘can do’ attitude is sometimes more important than being able to tick every box:

• Proficiency in pension administration and contact centre operations.
• FA2 or similar accredited qualifications.
• The ability to quickly adjust to changing circumstances, tasks, or priorities is essential. You should be open to learning new things and taking on different responsibilities as needed.
• Being able to communicate clearly, empathetically, and professionally over the phone. Strong written communication skills are needed for emails, documentation, and workflows. Good Interpersonal, Telephone, Written, and Problem-Solving Skills.
• Effective communication and the ability to build rapport with colleagues, clients, and team members are essential.
• The capability to identify issues, analyse them, and propose practical solutions is crucial. Understanding Clients' Needs to Create Bespoke Solutions if appropriate.
• The ability to actively listen to clients, understand their unique needs, and find solutions that address their concerns.
• A commitment to ongoing learning and professional development, including utilising training resources provided by the company and external courses, for example, CII, CF1, FA2 etc.
• Collaborative skills and a willingness to work effectively with colleagues to achieve common goals. The ability to share knowledge and assist team members in their learning and development.
• The ability to maintain high levels of accuracy and thoroughness in administrative tasks.
• Effective time management and task prioritisation are important for delivering administrative services efficiently.
• Good skills in Microsoft Office applications.
• Excellent Understanding of the Smart Pension Admin Hub (CRM).
• The ability to effectively use and navigate CRM systems and software to manage client relationships, track interactions, and gather insights.