Apprentice - Customer Service (Level 2)

26 Oct 2018
23 Nov 2018
Start Date
About us

The Pensions Regulator (TPR) is responsible for protecting workplace pensions in the UK, working with employers and those running pensions to help people save safely for their retirement. We have an excellent office location in the heart of Brighton and have a diverse, lively and professional growing workforce.

We are committed to making TPR a great place to work and doing all we can to support our people to reach their full potential. Join our expanding team for the chance to be a part of the biggest change to pensions in a generation.


Our apprenticeship programme provides you with an alternative route into TPR. You'll have the opportunity to work towards a recognised professional qualification to further expand your skills and experience as you develop through your apprenticeship. You will be given time and support to complete the Customer Service Level 2 while gaining practical work experience working in a busy team. You'll develop transferable skills and receive on-the-job coaching, mentoring and support to help you reach your potential.

We're looking for two Apprentices to represent TPR, as the point of contact for providing support and guidance to our external customers within our Customer Support Team. Customer Support is a team of around 20 Advisers and 3 Technical Advisers. We are the main contact point for incoming communications, and we deal with a large range of customers and queries. We work with employers and those running pensions schemes, as well as members of pension schemes, to enable people to safely save for their retirement. We are a friendly and social team with a great support network, with everybody willing to help each other. Customer support is a great starting point for individuals wishing to pursue a career with TPR. There is thorough training, and Advisers within Customer Support are exposed to all sorts of queries giving experience in an array of topics. There are lots of opportunities for progression at TPR, and Managers are very supportive of any development individuals want to take.

We have an excellent office location in the popular North Laine area of Central Brighton; less than 5 minutes away from the train station, served by many bus routes and a 15 minute walk to the beach.


You will:

* Deal with enquiries via phone e-mail and letter

* Help customers to navigate our website and on line tools

* Achieving current service levels e.g. % calls/enquiries answered within agreed timescales

* Accurately record customer details and information on our IT systems

* Looking out for suspicious activity on a Pension Scheme

* Carrying out processes following documented procedures, and adhering to statutory and policy guidelines

* Identify improvements through our suggestions log

* Be responsible for own personal development

Essential and Desirable criteria

* Understanding of administration processes

* Knowledge and understanding of Office IT Software

* Experience of producing written work

* Understanding of the general principles of the Data Protection Act / Freedom of Information Act

* Able to demonstrate Level 2 literacy/numeracy/IT skills (equivalent to Grade C or above GCSE)

* Previous experience of dealing with customers or members of the public would be an advantage

Person Specification

* Excellent customer service and a 'can do' attitude

* Good communication skills both written and oral at all levels

* Accuracy and attention to detail

* Ability to prioritise and manage time effectively

* Personable and a team player

* Problem solving and analytical skills

* Discretion when handling sensitive, confidential and restricted information

* Willingness to develop new skills and knowledge

* Proactive and flexible

Salary and benefits

As well as a salary of GBP12,000, we offer:

Civil Service Pension arrangements, which are recognised as some of the best in the pensions world

discretionary bonus arrangements

25 days annual leave provision

flexible working arrangements

development opportunities

enhanced parental leave arrangements

a free employee assistance programme

an excellent office location.

How to apply

We provide an exciting, supportive and flexible working environment, and are committed to helping our people meet their full potential.

The Pensions Regulator is an inclusive employer and offers equal opportunities to all regardless of an individual's age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex and sexual orientation.

Candidates who declare that they have a disability and who meet the essential criteria for the job will be offered an interview.

Please send your CV and a covering letter, with details of how your experience and skills meet our essential criteria to the recruitment team.

If you have any enquiries with regards to this role or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email the recruitment team.

The closing date for this role is 07 November 2018. Any applications received after this date will not be considered

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