Contact Centre Advisor – Pensions Customer Service

Local Pensions Partnership; Preston; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme

Health plan

Employee recognition

Wellbeing webinars

Job summary

Local Pensions Partnership invites applications for a Contact Centre Advisor in pensions customer service, based in Preston with hybrid working 2 days in office. The role focuses on delivering high-quality support to members, employers, and third parties via calls and emails, within SLAs and a busy environment.

You will join a friendly team, undergo induction and training during the first three weeks, and enjoy 37 hours per week, 25 days holiday, and a benefits package designed to support

Qualifications

• Experience in a contact centre is essential.
• Proven track record of meeting challenging targets.
• Excellent written and spoken communication.
• Strong IT skills and proficiency with Microsoft Office.
• Self-motivated with empathy and resilience.

Responsibilities

• Answer calls and emails within a pre-set time frame.
• Provide first-class service to members and employers.
• Hit KPI targets for call length and handling times.
• Adhere to schedule with breaks and coaching times.
• Ensure work is accurate and timely.
• Support service provision and take on additional duties.
• Resolve pension queries and refer as needed.

Skills

First-class customer service

Call handling

KPI targets

Team player

Interpersonal skills

IT skills

Education

GCSEs including Maths and English

Tools

Microsoft Office

Excel

Job description

\"Contact Centre Advisor – Pensions Customer Service

Hybrid Working with 2 days in Preston, Lancashire

• 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 reward excellent member experience?
• Full-time roles - 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.

Please note, your first 3 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 Contact Centre Advisors to come and join us, working at our Pensions Contact Centre, starting on Monday 12th October 2026. You will be confident and professional, providing the highest standard of customer service to members, employers, and 3rd parties calls and emails 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 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 1,500 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.

What we can offer you:

• Competitive salary - 37 hours per week.
• 25 days’ holiday, plus bank holidays, 2 concessionary days and an extra 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.

What you’ll be doing:

• To answer all calls and emails within a pre-set time frame.
• To assist and help our members and employers receive first-class service by answering questions and queries and taking ownership.
• To achieve a set of clear KPI targets with regard to Call length, Total handling times, Hold times and wrap/after call time.
• Adherence to schedule with pre-set breaks, lunches, and dedicated coaching and 121 times.
• Ensure that all work is carried out in a timely and accurate manner, achieving required accuracy levels.
• To support the service provision as appropriate, undertaking other duties commensurate.
• 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:

• Experience of a contact centre 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 the 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 takes ownership for 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 & 5pm, Monday – 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