Customer Service Support Consultant - 6 month FTC

smart.co; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading financial technology firm in the UK is looking for a Pension Scheme Administrator to provide support through telephone and email. This role involves managing relationships with Advisers and Employers while ensuring compliance with auto-enrolment obligations. The ideal candidate will have strong communication skills, proficiency in pension administration, and a commitment to ongoing learning. Benefits include 25 days of holiday, extensive healthcare, and a training budget.

Benefits

25 days’ holiday per year

£500 annual training budget

Extensive private healthcare

Enhanced sick leave

Enhanced maternity and paternity leave

Death in service insurance

Fully-paid five-week sabbatical

Wellbeing initiatives in the office

50% discount at sister company Arena Flowers

Qualifications

• Proficiency in pension administration and contact centre operations.
• Reliability and adaptability to changing circumstances.
• Clear, empathetic, and professional communication skills.

Responsibilities

• Provide telephone and email support to the Smart Adviser network.
• Identify additional support, education, and training requirements.
• Deliver service and respond to day-to-day enquiries within SLA timescales.

Skills

Pension administration

Contact centre operations

Strong written communication skills

Analytical ability

Attention to detail

Organisational skills

Microsoft Office skills

Education

FA2 or similar accredited qualifications

Tools

Smart Pension Admin Hub (CRM)

Job description

At Smart, our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.

THE ROLE

The primary role is to provide telephone and email support to the Smart Adviser network, their client base, and key employer accounts in their duties as Pension Scheme Administrator. Create and develop a strong working relationship with Advisers and Employers, supporting their everyday needs in relation to meeting their ongoing auto‑enrolment obligations and broader pension requirements. Proactively look to identify any additional support, education, and training requirements. Create revenue via our Managed Service and Remediation options by looking for opportunities where clients would benefit from our Managed Service and financially proactively identify areas where non‑key accounts require extra support to retain the business.

WHO WE ARE LOOKING FOR

• Represent Smart in the delivery of a service experience that stands out from the crowd.

• Effectively navigate the Smart Platform (adviser, employer, admin hub) to meet client and adviser requirements.

• Assist with the set up of payroll software and submission of contributions.

• Seek ongoing education and support through the identification of client issues.

• Deliver service and respond to day‑to‑day telephone and email enquiries within agreed SLA timescales.

• Meet personal performance targets.

• Create revenue by passing opportunities to our Managed Service team.

• Make proactive contact with non‑key accounts to retain the business.

• Make outbound calls to correct technical or data issues from our Control Reporting.

• Support other team members when and where necessary to help SPMT meet Service Levels.

• Achieve 5* Trust Pilot reviews based on the service provided.

QUALIFICATIONS

• Proficiency in pension administration and contact centre operations.

• FA2 or similar accredited qualifications.

• Reliability and adaptability: the ability to quickly adjust to changing circumstances, tasks, or priorities.

• Telephone and written skills: clear, empathetic, and professional communication over the phone and in writing.

• Strong written communication skills for emails, documentation, and workflows.

• Good interpersonal, telephone, written, and problem‑solving skills.

• Effective communication and the ability to build rapport with colleagues, clients, and team members.

• Analytical ability: identify issues, analyse them, and propose practical solutions.

• Understanding clients’ needs to create bespoke solutions when appropriate.

• Client‑centric approach: actively listen to clients, understand their unique needs, and find solutions that address their concerns.

• Continuous learning: a commitment to ongoing learning and professional development, including training resources provided by the company and external courses (e.g., CII, CF1, FA2).

• Team collaboration and internal training support: willingness to work effectively with colleagues, share knowledge, and assist team members in their learning and development.

• Attention to detail: maintain high levels of accuracy and thoroughness in administrative tasks.

• Organisational skills: effective time management and task prioritisation to deliver administrative services efficiently.

• Good skills in Microsoft Office applications.

• Excellent understanding of the Smart Pension Admin Hub (CRM) and ability to effectively use and navigate CRM systems and software to manage client relationships.

• These soft skills are essential for success in the role and will enable the individual to excel in tasks related to client management, administration, and team collaboration, contributing to effective performance and positive contributions to the organisation.

WHO WE ARE

We work in partnerships with governments and financial institutions in the UK and internationally. Our cloud‑native digital platform is revolutionising how people around the world think about, and save for, their retirement.

At heart, we’re a financial technology business. What we do is all about innovation, and using the power of digital change to put the customer first. Our Engineers will tell you that working at Smart gives you the opportunity to play your part in developing world‑class technological solutions, working with – and learning from – like‑minded people.

You’ll also find that, across our business, our colleagues love Smart’s culture, and how what we do means better financial outcomes for savers. That feels worthwhile, and it means that what we do, collectively, goes way beyond the nine to five of a typical working day.

Don’t just take our word for it – you can see what our colleagues say about working at Smart on LinkedIn Life and Glassdoor.

BENEFITS

• 25 days’ holiday per year, increasing with length of service.

• £500 annual training budget to spend on your professional development.

• Extensive private healthcare, including dental, eyecare and EAP.

• Enhanced sick leave (three months’ pay per year).

• Enhanced maternity and paternity (maternity – 6 months fully paid / paternity – 3 weeks fully paid).

• Death in service insurance cover.

• Fully-paid five‑week sabbatical after five years of employment.

• In‑office wellbeing, such as manicures, massages and barbers.

• Smart employees also enjoy a 50% discount on orders from our sister company Arena Flowers, Britain's most ethical florist. They offer unique hand‑tied bouquets, luxury flowers, letterbox flowers, plants and gifts to spend on friends and loved ones or even for yourself.

We think Smart is an awesome place to work. If it sounds like somewhere you’d like to work, too, and if you’re ready to play your part in our continued success in the future, then naturally we’d love to meet you.