Customer Experience Advisor

Job Description

We’re looking for a Customer Experience Advisor to join our Workplace New Business & Payroll (Client Services) team in Cardiff. This is a predominantly admin‑based role supporting pension schemes with contribution queries, payment reconciliation and member pension updates, with a small element of inbound and outbound calls as part of the wider service.

It’s a great opportunity for someone who enjoys organised, detail‑focused work and takes pride in providing effective support to schemes. This is a permanent, hybrid position with one day a week in the office and flexible working hours between 7:30 am and 5:30 pm Monday to Friday. You’ll work 35 hours a week, with a starting salary of £25,000.

• Providing day‑to‑day administrative support across pension scheme servicing activities
• Responding to queries by email and delivering a high standard of service
• Handling a small number of inbound and outbound calls to support schemes and provide updates
• Using spreadsheets and internal systems to reconcile payments and maintain accurate records
• Supporting schemes with queries relating to pension contribution submissions
• Updating schemes on the status of members’ pensions and resolving general enquiries
• Recording customer information accurately across multiple systems and processes
• Following internal procedures and regulatory requirements to deliver accurate and efficient outcomes

• Strong administrative experience, ideally in a busy operational or customer service environment
• Good Excel and spreadsheet skills, with confidence working across multiple systems
• Excellent attention to detail, particularly when working with payments, records or data
• Strong written communication skills and a professional approach to email handling
• Confident verbal communication skills for occasional inbound and outbound calls
• Good organisation and prioritisation skills, with the ability to manage a range of queries effectively
• A customer‑focused mindset and a practical approach to problem‑solving
• Experience in pensions or financial services administration would be helpful, but is not essential

• The opportunity to participate in our annual, performance‑related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays; 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand‑new electric car through tax‑efficient salary sacrifice (permanent employees only)
• Many discounts we offer – both for our own products and at a range of high‑street stores and online
• We’re creating net‑zero carbon workplaces by 2030 by investing in our sustainable, modern offices across the UK, all designed to bring people together and elevate the in‑person experience

Flexible working options such as part‑time, term‑time, and job shares are available, subject to business requirements.