Contact Centre Advisor

Pension Protection Fund; Greater London; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Pension Protection Fund is recruiting a Contact Centre Advisor in Croydon with hybrid working and a permanent contract. You’ll be the first point of contact for members, delivering clear, helpful and reassuring guidance over the phone while listening with empathy.

You will receive full training on pension schemes and the systems used, and there are opportunities to develop into other areas such as pensions administration, training, quality assurance or customer resolutions as you progress.

Qualifications

• Recent contact centre experience or telephone-based customer service preferred.
• Ability to listen, show empathy and explain information clearly.

Responsibilities

• Be the first point of contact for members and provide clear guidance over the phone.
• Handle a range of queries and support members through pension arrangements.
• Contribute to a positive customer experience with calm, professional communication.

Skills

Customer service

Telephone communication

Education

GCSE Maths and English

Job description

Location

Location: Croydon office location with Hybrid working

Salary

Salary: £28,675 per annum

Contract Type

Contract Type: Permanent

At the Pension Protection Fund (PPF), we provide security in retirement for our members and millions of people throughout the UK who belong to defined benefit (DB) pension schemes. Through the PPF and Financial Assistance Scheme (FAS), we compensate members for their pensions after the employer funding their pension becomes insolvent. In total, we look after over 400,000 members across the PPF and FAS. With over £30 billion in assets under management, our investments support long-term economic growth across the UK.

Our award-winning team of around 450 professionals has earned the IPE UK Pension Fund of the Year title three times in seven years. We work closely with government and industry partners to improve outcomes for scheme members, employers, and the broader pension system—playing a vital role in strengthening retirement security nationwide.

We’re looking for a Contact Centre Advisor to join our award‑winning contact centre team. This is a great opportunity to build a career with us, supporting members when they need clear, helpful and reassuring guidance.

Our contact centre is central to the work of the PPF. As the first point of contact for many of our members, you’ll play an important role in providing an excellent service and helping people understand their pension arrangements. Every call is different, and you’ll support members with a range of queries, some of which may come at confusing, difficult or challenging times.

This isn’t a scripted role. You’ll need to listen carefully, show empathy and explain sometimes complex information in a clear, calm and professional way. You’ll be confident speaking to people over the phone and able to adapt your communication style to suit different situations.

From day one, you’ll receive full training on the PPF’s pension schemes and the systems you’ll use in the role. Once you’re established in the contact centre, you’ll also have opportunities to develop your career in different directions. Previous colleagues have moved into areas such as pensions administration, training and quality assurance, customer resolutions and fraud investigation.

Unlike many contact or call centres, we operate Monday to Friday only. We currently work across two shift patterns: 08:45 to 16:45 and 09:30 to 17:30. Once you’re competent in the role, you’ll also be able to work in a hybrid way, combining time at home with time in our Croydon office. This helps support a positive work‑life balance.

To apply, you’ll need recent contact centre experience, or customer service experience that has been mainly delivered by telephone. You’ll also need GCSE Maths and English, or equivalent, at Grade 4/C or above. Experience in financial services would be beneficial, but it isn’t essential.

We’ll consider full‑time applications as well as applicants looking for part‑time hours across five days per week. We may also consider a job share arrangement.

In return for your skills, experience and commitment we’ll give you a challenging role within a business where you’ll get the support you need to develop your career.

We’ll also give you lots of opportunities for personal development and skills training.

Our Croydon office is just across the road from East Croydon station, which is around 15 minutes from Victoria or London Bridge, 10 minutes from Clapham Junction or half an hour from St Pancras.

We are proud to be a Disability Confident Leader and actively encourage applications from people with disabilities. We are committed to ensuring our recruitment process is inclusive and accessible. If you require any reasonable adjustments during the recruitment process, please let us know. We are happy to discuss your needs and ensure you have the support required.

We embrace diverse talent welcoming people with different beliefs, backgrounds and ways of working. Whatever your background, and however you identify, you’ll be welcome here.

No agencies please