Customer Success Manager

• Full-time; reporting to a Customer Success Team Leader

• Southwark, London /Hybrid 3 days in the office 2 days remote, with training during the first 4 weeks taking place in our London office 5 days a week.

• UK Right to work required

• £32,708 per annum

• Start Date: December, 2026

Description

Join PensionBee and help people feel confident about their retirement.

For far too long, pensions have been difficult to understand and manage. Since 2014, we've made it our mission to fix that; helping people combine their retirement savings into one simple account they can manage from the palm of their hand.

As a Customer Success Manager, you'd be at the heart of that mission - the friendly, knowledgeable voice guiding customers through their savings journey, mainly by phone, plus live chat and email. Real conversations that genuinely change how people feel about their future.

About the role

This role provides the opportunity to work in a thriving customer success team and interact directly with customers on a daily basis via phone call, live chat and email. We’re looking for personable applicants who feel confident communicating with others. Working in a collaborative environment, you’ll help to ensure our customers’ transfers run smoothly and their questions are answered.

Our Service Level Agreement (SLA) is that we respond to emails and action administrative account and pension tasks within one working day. We also aim to pick up inbound customer calls and Live Chats wit.hin 30 seconds.

Objective & Key Skills

• A confident, clear telephone manner alongside strong written communication

• Exceptional attention to detail

• Strong work ethic and a team-oriented spirit

• Good problem-solving skills

• A confident, personable attitude

• Prior knowledge of the pension market is advantageous, but not required as full training will be given
  

Specific Tasks & Duties

• Answering inbound customer calls promptly and delivering excellent, empathetic customer service on every call.

• Looking after our customers across live chat and email, and ensuring they feel supported, responding within SLA.

• Completing administrative duties related to customer accounts & pensions.

• Explaining complicated pension information clearly and concisely to customers, whether by phone, chat, or email.

• Walking customers through our product and supporting them when they are trying to complete an action on their online account (BeeHive).

• Speaking with other pension providers to make sure transfers run smoothly.

• Supporting customers going through sensitive life events such as divorce, ill-health, or the loss of a loved one, with particular care given to tone and pace on calls.

• Working alongside your team (Hive) to fulfil your own part of rota'd tasks and activities and collaborating to support other team members when needed.

• Attending training sessions specific to the role and completing classroom quizzes afterwards.

Diversity & Inclusion at PensionBee

We welcome all candidates and are proud to have been awarded Employer of the Year at the Financial Adviser Diversity in Finance Awards 2022 and Trailblazing Company of the Year 2024.

We know the need to meet every criteria can sometimes get in the way of meeting brilliant candidates. We believe the right drive is often more important than degrees, so if you have an interest in the role, relevant past experience and are passionate about what we do, get in touch as we'd love to hear from you.

Additionally, it’s not just about paying lip service but monthly celebrations of our differences and opportunities to learn more about our colleagues and friends; from our discussion on men’s mental health to our Pride Picnic. At PensionBee we're committed to provide equal rights, opportunities and treatment for all. We believe all companies have a duty to provide a supportive working environment for their employees and should be transparent. Here you can find our Diversity and Inclusion policy which provide more information on our approach, including our commitments to flexible working requests and reasonable adjustments from day one.

We want everyone to be able to access the same opportunity, and some people might need extra support to have this access. If there’s an adjustment we can make that would help you perform to the best of your ability during the application process, like using a computer during a task instead of writing by hand, or booking in time for a longer interview, please reach out to our People Team at [email protected].

Benefits 

• End of year bonus

• 25 days annual leave, 5 extra days for people with caring responsibilities and additional leave days for people living with a disability;

• Generous and transparent gender inclusive Parental Leave policy;

• Pension scheme with 6% employer contribution;

• Bupa Private Healthcare plan, Thrive, SmartHealth Virtual GP, Income Protection Insurance and Enjoy Benefits;

• Regular company-wide sessions: CEO Session, Show & Tell and varied D&I agenda; giving you an opportunity to share your ideas and learn about other areas of the business;

• A Happiness! meeting: Every 6 weeks you will have the chance to speak with your manager about your well-being; and

• A warm and motivated team working to make a real difference for our customers.

Hiring Process

Stage 1: Application review.

Stage 2: Interview with People Team.

Stage 3: Interview with a member of the Customer Success Leadership team

Stage 4: Group session: a presentation on PensionBee, a UK Pension 101 overview, and practical tasks, with space for questions about the company and the role.

Stage 5: Final decision.

Shortlisted candidates will have final decisions made, and unsuccessful candidates will receive feedback.