Role Overview
The Pension Support Coordinator will report directly to Pensions Operations Manager. In this role, you will be responsible for:
- Triage incoming calls from customers, using fact-finding skills to assess their needs leading to the provision of straight-forward pensions guidance, signposting them to the most appropriate service ensuring they get the right guidance at the right time, or booking the appropriate appointment based on their needs.
- Interact with our customers assisting with appointment booking enquiries, modifications, and cancellations.
- Respond proactively to customer demand, working to agreed service delivery standards.
- Provide timely and accurate follow up information when required, that adds value to the services provided and is clear and easy to understand.
- Contribute to the continuous improvement of our service through ad hoc project work
Attend meetings and workshops etc., within the scope of the role.
Skills and Experience Required
To excel in this role, you will need to demonstrate:
- An awareness of the importance of retirement planning
- An awareness of when and how the State pension can be claimed and the basis upon which it's calculated
- An awareness of pension scams and their implications on retirement planning
- A commitment to on-going personal and professional development; we may require you to undertake training within the scope of the role
- Experience of dealing with members of the public
- Excellent spoken communication skills and ability to translate complex ideas and topics into plain language
- Excellent telephone manner
About Us
The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.
At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We're not only looking for the best people to come and work for us, but we need people who align themselves with our values:
- Caring
We care about our colleagues and the people whose lives we are here to transform.
- Connecting
We will transform lives through our ability to make positive connections.
- Transforming
We are committed to transforming lives and making a positive societal impact.
Our Inclusive Working Environment
By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to "bring their whole selves to work."
Our colleague and ally networks encompass LGBTQ+, neurodiversity, women's health, men's health, ethnicity, and diversity.
What We Offer
- Generous Annual Leave – 30 days plus Bank Holidays
- Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
- Interest-free loan for season tickets for buses and trains
- Cycle to work Scheme
- Subsidised eye tests & flu jabs
- Life assurance scheme
- Give as you earn scheme
- Employee assistance programme (EAP)
- PAM Assist and PAM Life scheme (Wellbeing)
- Enhanced family and sick pay
- Paid volunteering (2 days a year)
- Recognition Scheme
- Discounts portal to numerous retailers
Career Development
In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.
Reserve List
If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.
Application Process
The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission's Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: .uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.
Following the call from our team, you will be issued an online test, which can take up to an hour to complete. Once you have passed the online test, we will arrange an interview with the MaPS interview panel, starting the week commencing 11th November. This recruitment project aims to appoint several Pensions Support Coordinators, with the group start date targeted for the end of January 2025.
Job Reference: MaPS00713
Close Date: 10^th November 2024
Career Development
In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.
Reserve List
If you are successful at interview, we operate a reserve list where your details will be held for up to 6...