Contact Centre Advisor – Pensions Customer Service

Hybrid working with two days in Preston, Lancashire

Excellent benefits & Salary of £26,000 per annum

- Do you have first-class customer service skills?

- Want a role with no weekends, late nights or bank holidays?

- Want to work for a company that offers career progression?

- Want incentives and recognition that reward excellent member experience?

- Full-time roles – competitive salary, working 37 hours per week – currently an early finish every Friday.

- 25 days’ holiday, plus bank holidays and additional concessionary days, with the ability to buy and sell leave.

Available to come and join us on Monday 22nd June or 3rd August 2026?

If so, we want to talk to you...

Please note, this role is due to start on Monday 22nd June or 3rd August 2026, and a minimum of your first three weeks will be fully office-based, so we can support you through induction and a full training plan.

A glance at the role:

We have the opportunity for Customer Service Advisors to come and join us working in our Pensions Contact Centre, starting on Monday 22nd June or 3rd August 2026. You will be confident and professional, providing the highest standard of customer service to members, employers and third parties calling and emailing into our Contact Centre.

The role is focused on answering pensions queries via telephone and email in respect of the public sector pension schemes administered by LPPA within SLAs and to exacting standards, in a fast-paced, busy environment.

You will join a friendly, welcoming and sociable work culture where there are many opportunities for continuous personal and professional development, and where you will be supported to reach your full potential.

A bit about us:

Local Pensions Partnership Administration (LPPA) is one of the UK’s leading pension administration companies. We strive to deliver the best experience for over 2,100 employers and more than 700,000 members of Local Government, Police and Firefighters’ pension schemes, keeping them fully informed about their pensions whilst working closely with employers to continuously educate and support them.

What we can offer you:

- Salary of £26,000 per annum.

- 25 days’ holiday, plus bank holidays, two concessionary days and a half day for your birthday, with the ability to ‘buy and sell’ leave.

- Access to an excellent pension scheme (Local Government Pension Scheme) with generous employer contributions.

- Access to our Enhanced Employee Assistance Programme for when you or your family might need some support.

- The opportunity to earn through our Employee Referral Scheme.

- Access to our bespoke Reward Discount Scheme – ‘Your Perk Site’.

- Opportunities to attend wellbeing webinars and social events.

- Daily free fruit and snacks available to you in our office.

- Free car parking in Preston town centre.

- Employee recognition awards from your peers to win Perkbox prizes.

- Incentives for excellent member experience, ranging from spot prizes to team nights out.

- Lots of ad hoc prizes.

- Access to a health or dental plan.

What you’ll be doing:

- Answer all calls and emails within a pre-set time frame.

- Assist and help our members and employers receive a first-class service by answering questions and queries, and taking ownership.

- Achieve a set of clear KPI targets with regard to call length, total handling times, hold times and wrap/after-call time.

- Adhere to schedules with pre-set breaks, lunches, and dedicated coaching and 1-2-1 sessions.

- Ensure that all work is carried out in a timely and accurate manner, achieving required accuracy levels.

- Support the service provision as appropriate, undertaking other duties commensurate with the role.

- Sensitively and efficiently assist customers by resolving pension telephone/email queries and making appropriate referrals, as necessary.

- Deliver a flexible and responsive service in line with the needs of the business, alongside taking ownership of individual enquiries and customer requests.

- Work independently without close supervision.

- Meet and exceed agreed quality and performance targets.

What we need from you:

- Recent experience of contact centres is essential, especially in a high inbound call volume organisation.

- Experience of working to and consistently achieving challenging targets.

- The ability to maintain first-class customer service skills whilst working with stretch targets.

- The ability to take on board and demonstrate intricate knowledge once trained in all areas of pensions.

- Excellent oral and written communication skills (grammar).

- A self-starter.

- Great interpersonal and empathetic listening skills.

- Excellent IT skills, including application of the Microsoft Office suite of tools, including email and Excel spreadsheets.

- Strong problem-solving skills.

- Very resilient and customer-centric at all times.

- The ability to remain calm and patient at all times.

- Team player.

- Fast learner who takes ownership of gaining knowledge and understanding.

- A great sense of humour.

- You must be prepared to work flexibly to provide cover for call centre hours between 8.30am and 5pm, Monday to Friday.

Desirable:

- Pensions or financial services experience.

Qualifications:

- 5 GCSEs or equivalent, including Maths and English at Grade C or above.

Working with and upholding our values:

- Working together

- Committed to excellence

- Doing the right thing

- Forward thinking