Customer Serivce Advisor

  • Job Reference: JO-2002-9456
  • Date Posted: 21 March 2020
  • Recruiter: Blue Arrow
  • Location: Birmingham
  • Salary: £8.71 Per Hour
  • Job Type: Contract

Job Description


The role of Contact Centre Adviser will involve providing first line technical support to employers, intermediaries and stakeholders who will require information, technical support and guidance in relation to their responsibilities for pre and post compliance with the new pension regulations. Contacts will be across multiple channels (phone, email and white mail); you will be required to answer all inbound calls, emails and letters in a timely and efficient manner in compliance with company policies and procedures, whilst maintaining the highest levels of customer service. This role will also require making outbound calls to employers to assist with and prompt compliance with the regulations.


  • To maintain customer service standards by answering calls promptly, remaining courteous and professional at all times
  • To listen attentively to customer requirements, asking pertinent questions to establish facts in order to gain a full understanding of the customer need to ensure compliance with their AE duties
  • To provide exceptional customer service and technical knowledge to customer queries ensuring a positive customer experience
  • Respond to all email and white mail correspondence in timely manner, using a combination of template responses and bespoke replies. All correspondence must also adhere to branding guidelines
  • To provide clear, concise and accurate technical advice and to ensure all information is entered accurately against customer records
  • To make outbound contacts to employers regarding their compliance with the duties under The Pensions Act 2008
  • To handle inbound contacts from employers and third parties in relation to statutory notices
  • To identify and address any additional breaches of law
  • To ensure all information is securely recorded on CRM system
  • To ensure that all enforcement activity conforms to TPR policy and guidelines, UK law and the spirit of PACTT principles at all times
  • To work with other teams across the department to achieve departmental key objectives Refer or escalate unresolved queries or risk and seek clarification for further action as necessary to meet the needs of the customer
  • To contribute to overall achievements of Service Level's and KPI's by striving to achieve individual performance targets
  • To ensure adherence to DPA and confidentially procedures at all times


  • To work as part of a team to ensure service and team goals are met
  • To maintain focus on the business requirements
  • To assist the Management Team in any duties deemed necessary to ensure a smooth and efficient operation
  • To escalate any problems or unresolved issues to the Team Leader in first instance
  • Flexible approach to shift patterns to cover centre opening hours
  • Flexible approach to supporting cover for other CSA's and back office staff
  • To adhere to the company Security Policy and escalate any breaches accordingly
  • To take responsibility for Health & Safety in the workplace, identifying and escalating any risks immediately
  • Assist other business functions as appropriate
  • To promote a positive company and scheme image