Contact Centre Advisor - Pensions Customer Service

Local Pensions Partnership; Broxmore Park; On-site; GBP 23,000 - 27,000; Full time

Job summary

A leading pension administration company is seeking Customer Service Advisors to join their Pensions Contact Centre in Broxmore Park. You will provide exceptional customer service by answering queries from members, employers, and third parties. This full-time role offers a supportive work environment focused on professional development, with no weekends or late nights. Generous benefits include 25 days of holiday, a competitive salary, and access to an excellent pension scheme.

Benefits

25 days' holiday plus bank holidays

Employee Assistance Programme

Free Car Parking

Daily free fruit and snacks

Incentives for excellent member experience

Qualifications

• Experience of contact centres is essential.
• Ability to maintain first‑class customer service skills.
• Excellent oral and written communication skills.

Responsibilities

• Answer pensions queries via telephone and email.
• Assist customers with questions and queries.
• Achieve call handling performance targets.

Skills

Customer service skills

Communication skills

Problem-solving skills

Interpersonal skills

Resilience

Education

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

Tools

Microsoft Office Suite

Excel

Job description

We have the opportunity for Customer Service Advisors to come and join us working on our Pensions Contact Centre, starting on Monday 2nd February 2026. You will be confident and professional, providing the highest standard of customer service to members, employers and 3rd 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.

• Answering calls and emails within a pre‑set time frame.
• Assisting and helping our members and employers receive first‑class service by answering questions and queries, and taking ownership.
• Achieving a set of clear KPI targets with regard to call length, total handling times, hold times and wrap/after‑call time.
• Adhering to schedule with pre‑set breaks, lunches, and dedicated coaching and one‑to‑one times.
• Ensuring that all work is carried out in a timely and accurate manner, achieving required accuracy levels.
• Supporting the service provision as appropriate and undertaking other duties commensurate.
• Sensitively and efficiently assisting customers by resolving pension telephone/email queries and making appropriate referrals, as necessary.
• Delivering a flexible and responsive service in line with the needs of the business, alongside taking ownership of individual enquiries and customer requests.
• Working independently without close supervision.
• Meeting and exceeding agreed quality and performance targets.

Experience of contact centres is essential, especially in a high inbound call volume organisation.

• Experience of working to and consistently achieving challenging targets.
• Ability to maintain first‑class customer service skills, whilst working with stretch targets.
• Able to take on board and demonstrate intricate knowledge once trained on all areas of pensions.
• Excellent oral and written (grammar) communication skills.
• A self‑starter.
• Great interpersonal skills 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.
• Ability to remain calm and patient at all times.
• Team player.
• Fast learner and able to take ownership of gaining knowledge and understanding.
• A great sense of humour.

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

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 Firefighter pension schemes, keeping them fully informed about their pensions whilst working closely with employers to continuously educate and support them.

Excellent benefits & Salary DOE

• Do you have first‑class customer service skills?
• Want a role with no weekends, late nights, or Bank Holidays?
• Work for a company that offers career progressions.
• Incentives and recognition that rewards 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. 2 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 Perk box Prizes
• Incentives for excellent member experience, ranging from spot prizes to team nights out!
• Lots of Ad Hoc prizes
• Access to Health or Dental plan