Email Communication Specialist (Original) Full Time

Location: Middlesbrough

Employment Type: Fixed Term, Full Time

Grade: Associate

Office Based

REQ003573

About XPS Group

XPS Group is a prominent UK consultancy and administration firm within the pensions and insurance sectors. As a FTSE 250 company with over 2000 employees, we leverage expertise alongside advanced technology to serve over 1,400 pension schemes and their sponsors. Our goal is to foster a workplace where diverse talents thrive.

About The Role

Our teams of pension administrators provide services to a wide range of trust-based company pension schemes, including defined benefit, defined contribution, career average revalued earnings, and hybrid schemes. Our range of pensions administration services include: scheme administration, communication, scam identification, payroll services, pension scheme accounting, de-risking projects and technical consultancy.

Our administrative approach is scheme-based; one team is responsible for every aspect of each client’s service, enabling us to build the best possible relationships and provide the clarity of focus each scheme deserves.

Ultimately, pension schemes are there for their members; we place just as much emphasis on delivering excellent customer service as we do on technical proficiency and quality control.

Key Responsibilities

• Respond to Member Emails: Manage the customer service email inbox and respond to member inquiries, complaints, and feedback in a timely and courteous manner
• Resolve Issues: Address and resolve member issues, escalating complex cases to appropriate departments or supervisors as needed
• Maintain Records: Accurately document interactions and maintain comprehensive records of email communications
• Monitor and track trends: Identify and report on common issues or trends in member inquiries to help improve overall customer service processes.
• Develop Standard Responses: Create and maintain a library of standard response templates for common inquiries to ensure consistency and efficiency
• Collaborate with Teams: Work closely with the administration teams to ensure cohesive and comprehensive support for members
• Stay Informed: Keep up to date with company products, services, policies and procedures to provide accurate information to members.
• Contribute to Improvement: Provide feedback and suggestions to improve the overall email communication process and member experience.
• Due to the changing nature of the business, the job holder may from time to time be required to undertake other activities of a similar nature that fall within their capabilities.

Essential

Your Profile:

• Excellent written communication skills with attention to detail
• Strong problem-solving and conflict resolution abilities
• Proficiency with email management and customer service platforms
• Ability to manage multiple tasks and prioritise effectively
• Empathy and patience when dealing with member concerns
• Previous experience in customer service, preferably in a role involving email communication
• Right to work in the UK

Desirable

• Diploma or equivalent; bachelor’s degree in communications, Customer Service, or a related field
• Previous role in administration support departments
• Direct, relevant experience of the Pensions Industry

What We Offer

Enjoy a competitive salary, annual discretionary bonus, and 25 days’ holiday with buy/sell flexibility. Benefits include pension matching, healthcare plans, life assurance, and retailer discounts. We support our team with a flexible benefits scheme, employee assistance, and digital GP service. Participating in volunteering events is encouraged with paid volunteer days available. Referral bonuses are offered for introducing suitable candidates to XPS.

How To Apply

Interested candidates should submit applications below or contact recruitment@xpsgroup.com. Join XPS Group and contribute to a dynamic and inclusive workplace.

Equal Opportunity Statement

XPS Group is committed to diversity and equal opportunities. We welcome applications from all candidates, irrespective of sex, race, disability, sexual orientation, religion, or belief. As a Disability Confident employer, we ensure accessible and supportive work settings for all employees.

Eligibility

Any employment offer made will be conditional upon you satisfying DBS Disclosure checks, Employment or educational references, Satisfactory credit checks and eligibility to work in the UK before an offer can be made. XPS Group is not able to provide sponsorship to employees.

Who Are We

To find out more please visit: www.xpsgroup.com