Inbound Support & Operations Administrator

Inbound Support & Operations Administrator

Permanent

Carlisle (Onsite 5 days per week initially, moving to hybrid after probation period)

We are recruiting on behalf of a Financial Services Company specialising in pension products and services for a Inbound Support & Operations Administrator to join their Operations team in Carlisle.

This permanent opportunity offers an excellent path for an organized, customer-focused administrator looking to develop their career within the pensions and financial services sector.

The successful candidate will provide high-quality administration and customer service support across a range of pension products and services. You will be responsible for processing customer requests and pension transactions accurately and efficiently, maintaining accurate records, and ensuring all activity is completed in line with regulatory requirements and company procedures.

Key Responsibilities

• Deliver excellent phone-based customer service to members, advisers and third parties.
• Process pension-related transactions accurately and within agreed service standards.
• Maintain accurate records and update internal systems as required.
• Manage incoming phone queries , correspondence, workflow queues and emails effectively.
• Liaise with financial advisers, banks, financial institutions and pension scheme members.
• Ensure all work is completed in line with current legislation, regulatory requirements and company procedures.
• Maintain a high standard of accuracy and attention to detail.
• Identify and escalate any issues, risks or errors as appropriate.
• Work collaboratively with colleagues and support operational priorities across the business.
• Contribute to process improvements and continuous improvement initiatives.

Scope of the Role

The role may support a variety of operational activities across the customer lifecycle, including:

• Establishment and maintenance of pension schemes.
• Processing financial transactions.
• Administration of investments and benefits.
• Customer servicing activities.
• Ongoing pension scheme administration.

Knowledge, Skills & Experience

Essential:

• Previous phone-based customer service and administration experience.
• Strong attention to detail and accuracy.
• Excellent organisational and communication skills.
• Ability to manage workloads effectively and meet deadlines.
• Good working knowledge of Microsoft Office applications.
• Professional, positive and customer-focused approach.

Desirable:

• Experience within pensions, financial services or another regulated environment.
• Knowledge of pension products and pension administration processes.
• Understanding of regulatory and compliance requirements.

Personal Attributes

We are looking for someone who is:

• Customer-focused and professional.
• Proactive and adaptable.
• Organised and reliable.
• A strong team player.
• Committed to delivering high-quality work.
• Willing to learn, develop and build a career within financial services.

If you have administration or phone-based customer service experience , excellent attention to detail and an interest in developing your career within pensions and financial services, we would be keen to hear from you.