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 finally proactively identify areas where non-key accounts require extra support to retain the business. Key responsibilities: 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. Delivering service and responding to day-to-day telephone and email enquiries within agreed SLA timescales. Meeting personal performance targets. Creating revenue by passing opportunities to our Managed Service team. Make proactive contact with non-key accounts to retain the business. Outbound calls in order to correct technical or data issues from our Control Reporting. Support other team members when and where necessary in order for SPMT to meet Service Levels Achieve 5* Trust Pilot Reviews based on the service provided. Requirements The skills, experience and aptitudes we are looking for are listed below. If it all sounds like you, we'd love to hear from you. Please don't be discouraged from applying if you don't meet every single one of these criteria – having a 'can do' attitude is sometimes more important than being able to tick every box: Experience: Proficiency in pension administration and contact centre operations. FA2 or similar accredited qualifications. Telephone & written skills: Being able to communicate clearly, empathetically, and professionally over the phone. Strong written communication skills are needed 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 are essential. The capability to identify issues, analyse them, and propose practical solutions is crucial. Understanding clients' needs to create bespoke solutions if appropriate. Client-centric approach: The ability to 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 utilising training resources provided by the company and external courses, for example, CII, CF1, FA2 etc Working well within a team and providing internal training and support: Collaborative skills and a willingness to work effectively with colleagues to achieve common goals. The ability to share knowledge and assist team members in their learning and development. Attention to detail: The ability to maintain high levels of accuracy and thoroughness in administrative tasks. Organisational Skills: Effective time management and task prioritisation are important for delivering administrative services efficiently. Good skills in Microsoft Office applications. Excellent understanding of the Smart Pension Admin Hub (CRM). The ability to effectively use and navigate CRM systems and software to manage client relationships, track interactions, and gather insights. 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. Cultivating and demonstrating these skills will contribute to effective performance and positive contributions to the organisation. Benefits At Smart, one of the eight principles we work to is "We want happy and good people in our team". We created a list of benefits that helps us achieve this goal: Spanish Employment Contract. 25 days holiday per year, plus bank holidays. One extra day holiday after two years and then every year up to 30 days holiday. Employee benefit to the value of 5% of pensionable pay. £500 personal training budget every year to spend on courses or conferences or training materials. Enhanced maternity and paternity (16 weeks Mutua, under Spanish law) Smart will pay the difference between 16 weeks & 6 months. Private Health care. Five-week sabbatical after five years of employment 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. Visit our careers page at www.smart.co/careers to find our Recruitment Data Policy. Please click on the link if you have any questions about how we store your data or to know your rights.
