Call Centre Agent

Executive Mandate Specification

About Railpen

Railpen is responsible for the safekeeping and investment of around £37 billion in assets and the administration of several pension schemes, including the Railways Pension Scheme, one of the UK's largest and longest established pension funds.

Our heritage of looking after the pension needs of the rail industry and its employees gives us our name and our unique outlook on how we serve our members. Railpen takes a holistic view, focussing on how we serve members today and how we can positively impact the communities and the world they will retire into.

The opportunity

Rail Administration is comprised of six teams; Employer Support, Administration Services, Operational Performance, Channel services, Learning & Development and Quality Assurance. All teams are focussed on the administration of the Sections which make up the Railways Pension Scheme.

We have a number of exciting opportunities across Channel Services particularly within our Call Centre teams which we will be recruiting for throughout the year based in our Darlington office.

Our teams are often the first point of contact in the life cycle of the pension journey, we look after the day to day scheme administration needs of our members and we pride ourselves on delivering excellent quality of service. These roles play an integral part in supporting our purpose to secure our members future by ensuring customer requests and queries are processed through the correct channel. Without these outstanding teams we wouldn’t be the successful organisation we are today.

The person

We are looking for individuals who are customer focused and thrive in working in a fast paced evolving environment. You will be comfortable communicating with a broad range of stakeholders and suppliers to distil complex issues and supporting our customers through various channels including telephone, email and post. You will have the ability to multitask, acting with urgency when navigating through multiple screens and systems whilst dealing with customer queries. You will have the aptitude to build relationships over the phone quickly, applying patience and empathy when dealing with sensitive situations.

Pension administration experience, in particular defined contributions would be beneficial but is not essential, we offer training and qualifications that can support you in building this knowledge during your career with Railpen. A willingness to learn and develop is essential to enable you to expand your knowledge and maximise efficiencies and processes within the team.

What we can offer you

• A competitive salary starting from £21,500
• 26 days holiday plus 8 days bank holiday and eligibility to join the generous Annual Bonus Plan
• We provide one of the most competitive defined benefits pension schemes consisting of a 10.5% employee contribution and 17.3% employer contribution and medical cash plan cover.
• We support hybrid and flexible working along with very generous family leave including 12 months full pay maternity leave and 6 months full pay paternity leave amongst other available benefits.
• We couple all of the above with a supportive, long-term environment with tremendous opportunities to learn and develop your career

Next Steps

If you would like to apply, please click on the apply button or visit our Careers Pageto register your interest. We will be in touch when a vacancy arises.

Railpen is committed to creating an inclusive and diverse environment, we value diversity and welcome people from all backgrounds and walks of life.

Job Types: Full-time, Permanent

Salary: £21,500.00-£24,000.00 per year

Benefits:

• Company pension
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus

Work Location: Hybrid remote in Darlington

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship