Member Support Representative (Customer Services)

Are you passionate about providing exceptional customer service? Do you have experience in the financial services sector? If so, we have an exciting opportunity for you to join our team as a Member Support / Customer Service Representative!

Purpose of the Job

Our Member Support Representatives play a vital role in managing inbound calls from members and employers, providing resolutions to their queries, delivering high-quality service and making pensions schemes perform better for everyone. We are looking for people who can deliver good results and are keen to continuously keep developing their knowledge and understanding of pensions administration.

A day in the life of one of our Member Support Representatives:

"The role of a member support representative is multifaceted and dynamic, encompassing a variety of responsibilities that contribute to the overall member experience. Key tasks include maintaining member records, creating and completing overflow cases for admin as a triage unit, providing pastoral care to bereaved members, explaining quotes and structures to members and independent financial advisors (IFAs), and providing updates to members and third parties via email and calls. Additionally, representatives manage and monitor teams' daily tasks, such as reallocating cases for those working from home and organizing lunches, as well as de-escalating complaints where possible.

This role is designed as a stepping stone to progression and exposure, with certain tasks being assigned based on staff progression in the role. Unlike typical call centres that operate like switchboards with targets for calls and inquiries, our focus is on building rapport. Representatives often wear many hats, guiding members through processes that may fall into IT roles, ensuring a comprehensive and supportive experience."

Qualifications & Experience

• Proven experience from a contact centre / customer service role is essential.
• Experience working in the financial services sector is preferable (e.g., Banking, insurance).
• Grade C or 5 in Maths and English GCSE.
• Ability to work as part of a team, follow work procedures, and to embrace/adapt to workplace changes.

What will you get in return when working for TPT Retirement Solutions:

• Living wage salary in addition to an excellent reward package including contributory pension, life assurance, 25 days annual leave + bank holidays, bonus scheme & Health Shield cash plan.
• Hybrid working is available once probation is completed.
• Continuous coaching and development in call handling to improve quality and performance.
• Training in all areas of pensions administration and TPT systems and processes.
• Continuous development with the goal of progressing into the Pensions Administration team.

Join us and be a part of a supportive, enthusiastic and inclusive team where your contributions are valued and your growth is encouraged. Apply today to take the next step in your career!

TPT Retirement Solutions (TPT) is one of the UK’s leading providers of workplace pensions with over 75 years’ experience of managing defined benefit and defined contribution pension schemes. It has £11.1 billion of assets under management (as at 30 September 2024) and 470,000 members.

TPT’s mission is to make pension schemes perform better for everyone, from the sponsoring employers and trustees to the members who are saving for the future. They are an innovative, forward-thinking organisation, investing in technology to improve the services they provide. TPT are ultimately owned by a pension fund, providing genuine alignment of interests with those of their clients and scheme members.