Pension Customer Support Analyst

Are you passionate about delivering outstanding customer service and eager to grow your expertise in pension and investment products? Join our Personal Investing Pension team, where you’ll play a key role in supporting clients and internal stakeholders, driving operational excellence, and contributing to process enhancements as we transition to a new administration platform.

Job summary
As a Customer Support Analyst in the Personal Investing Pension team, you respond to client and stakeholder queries regarding pension transfers, drawdown, contributions, and other operational tasks. You build expertise in our ISA product, support process improvements, and collaborate with internal teams to resolve issues efficiently. Together, we create positive client experiences and drive continuous improvement across our operations.

Job responsibilities

• Respond accurately and promptly to client queries regarding pension drawdown, contributions, and transfers.
• Support internal stakeholders by addressing operational questions and providing timely information.
• Conduct client outreach to support crisis management and resolve issues effectively.
• Collaborate with internal teams to resolve operational challenges, often under pressure.
• Contribute to process improvements and support the transition to new pension administration platforms.
• Build expertise in ISA, LISA, and JISA products, handling transfers and house purchase queries using the Equisoft platform.

Required qualifications, capabilities and skills

• Experience with personal pension products.
• Familiarity with Salesforce or similar CRM systems.
• Excellent organizational skills to manage and prioritize workload.
• Customer service background with a focus on delivering high-quality support.
• Curiosity, initiative, and a drive to succeed.
• Ability to work in the office on a full-time basis.

Preferred qualifications, capabilities and skills

• Proficiency in Microsoft Office, especially Excel.
• Knowledge of ISAs and other investment products.
• Strong communication and stakeholder management skills.