Pensions Operations Administrator (Fabric)

Contract British Heroes in Accounting/ Finance Email Job
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Job Detail

  • Proposed Salary £18,500
  • Career Level Managerial
  • Experience 2 Years
  • Gender Any
  • Industry Finance/ Banking
  • Qualifications Associate Degree
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Job Description

Fabric is ready to launch and start putting customers in control of their pensions and we are looking for detail-oriented, empathetic problem solvers to join our Operational team in London to make this happen (this role will be based remotely until our offices reopen).
You will use our cutting edge systems to trace people’s pensions, contacting pension providers to remove the hassle from pension’s tracing for customers and keeping them up to date as you help to bring their pensions into one place. You’ll be the first point of contact for customers who have questions, problems, feedback and compliments!
Every person at Fabric has the power to solve problems quickly and with minimal fuss. We’ll give you all the tools and training you need so you know exactly how our pensions tracing systems actually work, and you’ll listen to customers’ concerns with positivity, empathy and patience. Then you’ll fix whatever the problem is and stop it from happening again. You won’t be able to resolve all of the queries at first, so there’ll be an experienced member of the team available to help out.

Responsibilities include:

    • Providing the best customer support by communicating directly and honestly with our customers to maintain a high-degree of customer service and success
    • Deliver administration support around the pension tracing process (gather customer information, contacting pension providers, keeping customers up to date etc).
    • Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier
    • Identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them
    • Provide hands-on support to the Fabric team building positive relationships with them to help continuously improve the success Fabric delivers to customers
    • Understanding, prioritising and escalating our customers’ feedback to the product team (who build our systems) to assist the Fabric team to identify ways to improve the service offering for our customers and partners
    • Being the first port of call for customer complaints to make sure that they’re treated fairly and can share their thoughts and concerns and escalating any issues to your manager

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