Customer Experience Advisor

Overview

In this role you will support customers with their workplace pensions, delivering clear and accurate information on products and options. You will join a fast-paced, high-volume inbound contact centre in Cardiff, contributing to fair outcomes and consistent service. You’ll learn systems and processes, share feedback to improve the customer journey, and collaborate with colleagues to ensure positive results for policyholders and workplace members. This is an opportunity to grow in a supportive team that values customer-focused service, integrity, and continuous improvement. You will contribute to the broader mission of helping customers plan and protect their retirement future.

Pay / Benefits

• annual bonus
• share schemes
• generous pension contribution
• life assurance
• holidays (25+ days, plus 26 after 2 years)
• electric car salary sacrifice

Responsibilities

• Answer inbound calls about workplace pensions
• Explain pension products and options to customers
• Listen to queries and provide clear information
• Record customer information accurately and follow processes
• Identify and resolve complaints per procedures
• Collaborate with colleagues for consistent outcomes
• Learn systems, products and processes
• Share feedback to improve the customer journey

Key requirements

• Experience in a customer service, contact centre or customer-facing role
• Confidence handling high-volume customer queries in a fast-paced environment
• Strong written and verbal communication skills
• Excellent attention to detail
• Ability to prioritise work and manage customer queries effectively
• Confidence learning new systems and processes
• Team-focused approach and ability to build good working relationships
• Interest in delivering fair, helpful and positive customer outcomes

• customer-focused
• communication
• attention to detail
• teamwork
• adaptability
• relationship building

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