Faster, simpler and more human

Putting customers in control

We’re giving pension savers even more autonomy and choice over the way they manage their pension. Which means ongoing improvements to our already excellent customer service. As a result, we’re making it easier for you and your employees to choose how to interact with us, digitally or with an indepth call.

What customers want

When it comes to straightforward questions and admin, increasingly customers don’t want to have to make a phone call if they don’t need to. They want to find answers and make changes quickly and easily through their app or online, at a time that suits them. And they expect their pension administration to be as simple and slick as their online banking or shopping.

When they do need to speak to someone, they don’t want to wait on the line, listen to a scripted response or to have to recap their query several times. They want to be connected quickly. They want to speak to a real person. And, they want to have a helpful and personal conversation with someone who really listens and cares.

We’re making everyday tasks quicker and easier

We’re supporting our customers’ changing needs by making more services available digitally and eliminating unnecessary pension administration, while still giving them the option to talk to us if they want to. And, because our technologies are intuitive and simple to use, their experience is seamless and hassle-free.

As part of this plan, we’ve moved our contact channels - email, phone and text –  onto a single cloud platform. This means members don’t have to repeat their story when a conversation moves between channels. Automated journeys now securely identify members before handling requests and AI looks after high volume repetitive queries around the clock, without needing to wait for a customer service agent. This has made it easier for Smart Pension’s teams to solve problems and to manage demand in new and more effective ways. 

The stats tell the story 

• 90% of simple pension tasks can be done by members in our app 
• 95% – of everyday pension tasks to be delivered in-app or online in 2027
• 4.7/5 – our Trustpilot score based on over 4,000 customer reviews. Learn more about our customer service team
• >10 seconds – the average time it takes our customer service team to answer a call
• 25 minutes –  the typical time we spend on calls supporting customers who need it on their retirement plans 

We’ve always been pioneers

We can implement changes rapidly and efficiently because, unlike many workplace pension providers, we’ve been built with pioneering technology right from the start – benefiting all of our stakeholders. Hear from Sue Whittington on how our technology gives us an advantage in this article on future-ready pensions.

It’s all about putting people first

We’re digital first, but one of core strengths is that we’re using technology to put people first – and that includes our teams, your business  and your employees.

Freed up from the simpler tasks, our customer service team has the time to spend with customers who have complex questions, want help understanding their options or simply want to talk something through.

It’s all about using technology where it makes sense. Where our people can make the biggest difference. It means they are there to help in the moments that matter. 

Whether that’s getting people to imagine how their pension pot translates into their future life or supporting the recently bereaved, our team is there for the unscripted conversations, where only real human judgement, understanding and reassurance will do. 

As Michael Connell, Head of Customer Service, Smart Pension, puts it:

“We’re not using digital technologies like AI and automation to replace our expert customer service team. We're using it to allow us to spend more time with members, employers and advisors.” 

He adds:  “Having worked in pensions customer service for over two decades, I’m aware of the complexities and anxieties around financial discussions. Our focus is on providing assistance that genuinely benefits our members and suits their individual circumstances – always delivered with empathy and clarity. Our new technology is about giving them as many options as we can – so they can do what they want to do when they want to.”

By combining data insights, cutting-edge technology and specialised resources in our Retirement Support Team, we ensure members receive informed, compassionate support – helping them approach retirement with confidence and peace of mind.

Good customer service starts with listening

It means looking beyond individual conversations and understanding the bigger picture: Why are customers getting in touch? What do they want to achieve in retirement? Where are they experiencing difficulties? And how can we support their understanding so they make informed decisions? We use this data and customer feedback to identify patterns and inform our processes.

Hear from our happy customers 

Nikki Moss, Head of Relationship Management, Smart Pension, shared Karen’s story: Watch the video

Some of our five star Trustpilot reviews 

“Ainara couldn't have been more helpful with our enquiry today. An absolute breath of fresh air to be able to speak to a real person at the other end of the line. No waiting in a long queue to speak either, just straight through. Thanks for your assistance today, it was a massive help!” Chris, August 2026

“Called Smart Pension today to clarify some things and spoke to Shola. She was very professional and kind, answered all my questions and put my mind at ease. In addition to this their app is user friendly and gives access to all information I need. Highly recommended.” Silvana, August 2026

“Outstanding. Have only experienced friendly advisors who take the time to understand and give helpful guidance. The app is fantastic and allows you to keep accurate check on your policy funds ( where you're at and forecast) and allows you to make many changes to your policy. Fantastic service with fantastic staff.” Paul, June 2026

View our Trustpilot page
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Technology with purpose

As part of our wider programme of improvements, we’ve automated many routine, repetitive and time-consuming tasks, making them faster and more efficient. We’ve moved to a new cloud-based customer service platform designed to improve communication between our team and our customers. And artificial intelligence (AI) will play an increasing role – adding to our services and making things easier. 

We’re not introducing technology for technology’s sake. We’re redesigning processes to meet changing customer needs, to make it easier for our teams – and employers – to solve problems and to manage demand in new and more effective ways. 

What’s next? Watch this space!

Customer insights and data shape everything we do, from our processes and digital journeys to the training and support we give our teams. And, as technology continues to evolve, so will we. But whatever the changes, our focus will remain on supporting you and your employees to look forward to the future. 

Learn why employers, advisers and customers choose Smart Pension.

Smart Pension. Driven by people. Powered by technology. Built for the future.

About Smart Pension

Launched in 2015, Smart Pension now exceeds £10bn in Assets Under Management (AUM) and serves 2 million members and 100,000 employers. It is powered by Keystone, Smart’s global savings and investments technology platform.

Aquiline, Barclays, Chrysalis Investments, DWS Group, Fidelity InternationalStrategic Ventures, J.P. Morgan, MUFG and Natixis Investment Managers are all investors in Smart Pension.