SENIOR CONTACT SUPPORT ADMINISTRATOR
Role: Senior Contact Support Administrator – Interim
Rate: Competitive (subject to experience & interview competencies)
Type: Contract (via umbrella payroll company – Inside IR35)
Location: Bristol, BS1
Hours: 35 hours a week (full-time), Monday to Friday
Hartley Pensions are looking for a talented and driven graduate to play a crucial role in our customer service team during an important transitional phase for the business.
Who are Hartley Pensions?
Hartley Pensions are a SIPP and SSAS pensions operator based in central Bristol. Since July 2022, the company has been in a trading administration. Under the administration of UHY Hacker Young, Hartley Pensions continues to operate an essential service to clients whilst preparing to transfer members to new UK-based operators and wind down the business.
Role
As our Interim – Senior Contact Support Administrator, you will work within a vibrant, friendly and dedicated team. Client Contact are the first line of communication across the firm. By being a part of this vital function, along with assisting in taking inbound calls, emails and carrying out an array of administrative tasks, you will ensure that a high quality and consistent service is provided to our clients.
Your duties include (but are not limited to) the following:
- You will answer inbound calls from our clients, IFAs and all relevant stakeholders. Demonstrating a professional, analytical and empathetic approach at every interaction.
- In addition to this, you will assist with monitoring the mailbox, ensuring that recent and historic correspondence is appropriately responded to in-line with SLA time frames. Crucially, you will make sure this is documented and categorised under the correct client file on Hartley’s work systems.
- As part of Hartley’s Contact team, you will take extensive notes and record these after each call. You will then problem solve and seek a resolution to each query. Where necessary, following up to the client, IFA or relevant stake holder to explain the outcome and how we can help further.
- Demonstrate a strict adherence to GDPR on each call, email and written communication.
- You will escalate queries to our complaints team or if needed, to senior management for review. This will be done after ensuring that you have followed procedures and done absolutely everything within your remit to assist.
- Assist in other areas of the business, from post handling to allocated projects in line with business needs.
About You
It is essential that you are an individual who is willing to learn and develop. Further, you are able to go above and beyond in your duties.
The following key points list the necessary attributes required to succeed in this role:
- Though prior experience in the SIPP/SSAS industry is desirable, it is not an essential prerequisite. However, this is not an entry-level position and whilst we provide training and upskilling to staff, you are fully expected to hit the ground running.
- Your ability to demonstrate empathy during each call is crucial. This is particularly important when being conscious of cases where clients may be vulnerable or in handling cases of deceased clients, where you may be communicating with beneficiaries.
- As a senior member of the team, your ability to problem solve and think critically whilst following processes is essential. Each query may differ in complexity and in some cases, you must go above and beyond in finding an appropriate solution.
- You must be able to lead and hold a personable, friendly and inspiring character that colleagues can look up to.
- You will be handling sensitive tax-privileged funds where administrative errors can be costly, resulting in significant penalties to the firm. Therefore, you must be diligent and attentive to detail in your work. You will also be conscious of and have demonstrable experience with GDPR regulations and ensuring the application of security protocols, ensuring the privacy and appropriate handling of sensitive client data is always upheld.
- Numerical proficiency must be an essential element to your skillset. A minimum Grade C/4 or above in GCSE Mathematics (or an international equivalent) is required.
- A competent standard of literacy is also critical. You will be dealing with complex legal documents, tax regulations and direct client communication. Therefore, your ability to read, interpret and write in a clear and professional manner is necessary for this position. A minimum Grade C/4 or above in both GCSE English Literature and English Language (or an international equivalent) is required.
- You must have a decent level of communication skills. It is highly important that as a representative of the firm, you can effectively communicate technical pension information into lay terms to clients.
What we offer
- A highly competitive rate: We pay within the top 10% of employers in the industry.
- Meaningful impact: A rare opportunity to play a leading part in assisting a business through a crucial transitional period.
- Hybrid working: We allow hybrid options (up to 2 days from home a week) after successful completion of training period and where business needs permit.
Recruitment Process
Hartley Pensions follow a two-stage recruitment process.
- A 30-minute screening call.
- A 90-minute interview with competency-based questions.
At Hartley pensions diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We actively encourage individuals from all backgrounds, experiences, and perspectives to apply. Join us in creating a workplace where everyone feels valued, respected, and empowered to thrive.
Website
To find out more about Hartley Pensions, please visit:
https://www.uhy-uk.com/hartley-pensions-limited-administration
*** Please note, we have been in a trading administration since July 2022. This means that we cannot provide sponsorship to applicants at this time.
Pay: £27,420.00-£32,000.00 per year
Work Location: In person
