Call Centre Agent
Posted 2 weeks ago by Railpen on Linkedin
Job Description: The Call Centre Agent role at Railpen involves providing exceptional customer service as part of the Rail Administration team, which supports the administration of the Railways Pension Scheme. The position requires effective communication with stakeholders and the ability to manage customer queries through various channels. Candidates should be customer-focused and adaptable in a fast-paced environment, with a willingness to learn and develop their skills. This role is based in Darlington and is not eligible for visa sponsorship.
Key Responsibilities:
- Handle day-to-day scheme administration needs of members.
- Process customer requests and queries through the correct channels.
- Communicate effectively with a broad range of stakeholders and suppliers.
- Multitask while navigating multiple screens and systems.
- Build relationships over the phone, demonstrating patience and empathy.
- Support customers through various communication channels including telephone, email, and post.
Skills Required:
- Customer-focused with strong communication skills.
- Aptitude for multitasking in a fast-paced environment.
- Ability to distil complex issues for customers.
- Experience in pension administration, particularly defined contributions (beneficial but not essential).
- Willingness to learn and develop knowledge and skills.
- Demonstration of integrity, community focus, and alignment with company values.
Salary (Rate): undetermined
City: Darlington
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Intro Who we are Railpen is responsible for the safekeeping and investment of around £34 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, focusing on how we serve members today and how we can positively impact the communities and the world they will retire into. To learn more about Railpen including our values, culture and purpose, visit our LinkedIn Life page here
The role 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 several 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. This role is not eligible for visa sponsorship. Applicants must have the legal right to work in the UK.
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. Our values of integrity, community and alignment are the guiding principles that influence our behaviour. They help us make decisions and shape our relationships with others. They’re what we stand for. You will actively demonstrate our values, helping to create a safe environment, to place the needs of the community above oneself and, through a culture of ‘fair challenge’, align to the best interests of our members.
What we can offer you Rewarding you A competitive salary (depending on experience) 28 days annual leave, plus bank holidays Defined Contribution pension Heath & Wellbeing Employee assistance programme Health cash plan Eye care vouchers Flu vaccination Lifestyle Give as you earn scheme Paid volunteering days
Next Steps If you would like to apply, please click on the apply button or visit our Careers Page by Tuesday 1st July 2025 Railpen is committed to creating an inclusive and diverse environment, we value diversity and welcome people from all backgrounds and walks of life
Negotiable
Darlington, England, United Kingdom
Undetermined
Undetermined
Other
Not Specified
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Job Description: The Call Centre Agent role at Railpen involves providing exceptional customer service as part of the Rail Administration team, which supports the administration of the Railways Pension Scheme. The position requires effective communication with stakeholders and the ability to manage customer queries through various channels. Candidates should be customer-focused and adaptable in a fast-paced environment, with a willingness to learn and develop their skills. This role is based in Darlington and is not eligible for visa sponsorship.
Key Responsibilities:
- Handle day-to-day scheme administration needs of members.
- Process customer requests and queries through the correct channels.
- Communicate effectively with a broad range of stakeholders and suppliers.
- Multitask while navigating multiple screens and systems.
- Build relationships over the phone, demonstrating patience and empathy.
- Support customers through various communication channels including telephone, email, and post.
Skills Required:
- Customer-focused with strong communication skills.
- Aptitude for multitasking in a fast-paced environment.
- Ability to distil complex issues for customers.
- Experience in pension administration, particularly defined contributions (beneficial but not essential).
- Willingness to learn and develop knowledge and skills.
- Demonstration of integrity, community focus, and alignment with company values.
Salary (Rate): undetermined
City: Darlington
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Intro Who we are Railpen is responsible for the safekeeping and investment of around £34 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, focusing on how we serve members today and how we can positively impact the communities and the world they will retire into. To learn more about Railpen including our values, culture and purpose, visit our LinkedIn Life page here
The role 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 several 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. This role is not eligible for visa sponsorship. Applicants must have the legal right to work in the UK.
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. Our values of integrity, community and alignment are the guiding principles that influence our behaviour. They help us make decisions and shape our relationships with others. They’re what we stand for. You will actively demonstrate our values, helping to create a safe environment, to place the needs of the community above oneself and, through a culture of ‘fair challenge’, align to the best interests of our members.
What we can offer you Rewarding you A competitive salary (depending on experience) 28 days annual leave, plus bank holidays Defined Contribution pension Heath & Wellbeing Employee assistance programme Health cash plan Eye care vouchers Flu vaccination Lifestyle Give as you earn scheme Paid volunteering days
Next Steps If you would like to apply, please click on the apply button or visit our Careers Page by Tuesday 1st July 2025 Railpen is committed to creating an inclusive and diverse environment, we value diversity and welcome people from all backgrounds and walks of life
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