Overview
Email Communication Specialist
Location: Middlesbrough
Grade: Associate
Employment Type: Permanent, Full Time
Office Based
About XPS Group: XPS Pensions Group is no ordinary company. We are an industry leader in Pensions Consultancy and the largest pure pensions consultancy in the UK, with approximately 2000 employees across 15 locations. We are listed on the London Stock Exchange Main Market and provide expert advice to over 1600 pension schemes and administer pensions for over 1,000,000 members.
About the Role: We are seeking a Mail Support Representative to join our team in our Middlesbrough office. Our pension administrators provide services to a wide range of trust-based company pension schemes, including defined benefit, defined contribution, career average revalued earnings, and hybrid schemes. Our services include scheme administration, communication, scam identification, payroll services, pension scheme accounting, de-risking projects, and technical consultancy. Our administrative approach is scheme-based; one team is responsible for every aspect of each client’s service to build strong relationships and provide clear focus for each scheme. We emphasise excellent customer service alongside technical proficiency and quality control.
Key Responsibilities
* Respond to Member Emails: Manage the customer service email inbox and respond to member inquiries, complaints, and feedback in a timely and courteous manner
* Resolve Issues: Address and resolve member issues, escalating complex cases to appropriate departments or supervisors as needed
* Maintain Records: Accurately document interactions and maintain comprehensive records of email communications
* Monitor and Track Trends: Identify and report on common issues or trends in member inquiries to help improve overall customer service processes
* Develop Standard Responses: Create and maintain a library of standard response templates for common inquiries to ensure consistency and efficiency
* Collaborate with Teams: Work closely with the administration teams to ensure cohesive and comprehensive support for members
* Stay Informed: Keep up to date with company products, services, policies and procedures to provide accurate information to members
* Contribute to Improvement: Provide feedback and suggestions to improve the overall email communication process and member experience
Qualifications
* Excellent written communication skills with attention to detail
* Strong problem-solving and conflict resolution abilities
* Proficiency with email management and customer service platforms
* Ability to manage multiple tasks and prioritise effectively
* Empathy and patience when dealing with member concerns
* Previous experience in customer service, preferably in a role involving email communication
* Desirable: Previous role in administration support departments
* Desirable: Direct, relevant experience of the Pensions Industry
Additional Information
Employment offer made will be conditional upon satisfying DBS Disclosure checks, employment or educational references, satisfactory credit checks and eligibility to work in the UK before an offer can be made. XPS Group is not able to provide sponsorship to employees.
Who We Are
To find out more please visit the company website.
What We Offer
* Competitive salary, annual discretionary bonus, and 25 days' holiday with buy/sell flexibility
* Pension matching, healthcare plans, life assurance, and retailer discounts
* Flexible benefits scheme, employee assistance, and digital GP service
* Paid volunteer days and volunteering opportunities
* Referral bonuses for introducing suitable candidates
How to Apply
Interested candidates should submit applications below or contact recruitment@xpsgroup.com. Join XPS Group and contribute to a dynamic and inclusive workplace.
Equal Opportunity Statement
XPS Group is committed to diversity and equal opportunities. We welcome applications from all candidates, irrespective of sex, race, disability, sexual orientation, religion, or belief. As a Disability Confident employer, we ensure accessible and supportive work settings for all employees.
Eligibility: Any
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