Pensions Call Advisor

We know life looks a little different for each of us. That’s why at Tesco, we always welcome chats about flexible working. Some people are at the start of their careers, some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. So, talk to us throughout your application about how we can support.

An opportunity has arisen for a Pensions Call Advisor at our Dundee Customer & Colleague Engagement Centre. The successful candidate will be responsible for answering and resolving calls and written correspondence to the Pensions Helpline and supporting the creation of tasks, activities and calculations for the administration teams.

This is a full-time position working 36 hours per week Mon - Fri 09:00 to 17:00

Please note: This role is blended working, with the expectation of a minimum of 3 days working in the Dundee CCEC each week.

You will be responsible for:

Answering calls to the Pensions Helpline ensuring the call is seen through to the point of resolution and closure. Meeting defined KPIs and SLAs.
Creation of tasks, activities and calculations for the administration teams.
Supporting the Pension teams to respond to written enquires either by letter or e-mail.
Maintaining the Pension administration system and supporting databases with all relevant information from calls and contact with members. Understanding the SLAs for the Pension Helpline and pro-actively supporting all processes to maintain compliance and minimise escalations and complaints.
Completing quality assurance checks on both verbal and written communications from the Pension helpline.
Providing clerical support, where required, to other members of the department, and taking the initiative to identify processes and opportunities to improve the teams knowledge and efficiencies.
Following our Business Code of Conduct and always acting with integrity and due diligence

You will need:

To apply for this opportunity, you must be a permanent Tesco colleague.

Operational skills relevant for the job:

Very strong communication skills - written and verbal.
Prioritisation and time management.
Strong Team work ethic and willingness to help.
Highly motivated and keen to learn.
Numerate and analytical.

Experience relevant but not essential for this job:

UK DB Pension Scheme knowledge.
1+ years of UK (Defined Benefit) Pension Scheme call handling experience
Experience of using Aquila Heywood’s Altair pension system
Experience of pension benefit calculations (Desirable but not essential)
Knowledge of UK Pensions legislation (Desirable but not essential)

What's in it for you:

We offer excellent benefits that help make Tesco a great place to work! These include but are not limited to:

Annual bonus scheme.
Holiday starting at 20 days plus a personal day rising to 22 days after 12 months (plus 8 Bank holidays).
Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution.
Life Assurance - 5 x contractual pay.
Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home.
Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.

Click here to read more about the benefits we have available for our colleagues.

About us:

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is 'Serving our customers, communities and planet a little better every day'. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We're a big business with diverse working patterns and many business areas which means that we can find something that works for you. Everyone is welcome at Tesco.

We have recently announced that we will be moving towards a more blended working week – combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. Please talk to us to about how this can work for you.

NOTE: Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details on your agreed start date.

We're proud to have been accredited Disability Confident Leader and we're committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please visit https://www.tesco-careers.com/accessibility