Customer Experience Advisor

We’re recruiting for a Customer Experience Advisor to join our Workplace Pensions team in Cardiff. This role offers a salary of £24,720 per annum and you'll work shifts between 8:30am and 7:00pm, Monday to Friday. This is a fast-paced role where you'll be speaking with customers, understanding what they need and helping them get clear, accurate support. The role focuses heavily on inbound customer contact within a high-volume environment. You'll be part of a customer experience team that cares about doing the right thing, treating customers fairly and delivering positive outcomes. Whether you're already working in customer service or looking to build on your existing experience, this is a fantastic opportunity to join a supportive team where your contribution genuinely makes a difference to customers. What you'll be doing: - Answering inbound customer calls about workplace pensions - Helping customers understand their workplace pension products and options - Listening carefully to customer queries and providing clear, helpful information - Recording customer information accurately and following internal processes - Identifying and resolving complaints in line with business procedures - Working with colleagues to deliver consistent customer outcomes - Learning systems, products and processes to support customers confidently - Sharing feedback and ideas to improve the customer journey Who we're looking for: - 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 - A team-focused approach and ability to build good working relationships - An interest in delivering fair, helpful and positive customer outcomes Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: - 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) - There are 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