Customer Service Advisor

Nisbets Plc; Bradley Stoke; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in customer service is seeking a Customer Service Advisor for their Pensions Contact Centre in Bradley Stoke. The role involves providing high-quality service to members and employers by addressing pension queries via phone and email. Candidates should have contact centre experience, excellent communication skills, and the ability to meet performance targets. This position also offers opportunities for personal development and a supportive work culture.

Benefits

Competitive salary

25 days' holiday plus bank holidays

Excellent pension scheme

Employee Assistance Programme

Employee Referral Scheme

Daily free fruit and snacks

Free car parking

Health or dental plan

Qualifications

• Experience of working to and achieving challenging targets.
• Ability to maintain First Class customer service skills.
• Excellent oral and written communication skills.

Responsibilities

• Answer pensions queries via telephone and email.
• Assist members and employers with their queries.
• Achieve targets related to call handling times and quality.

Skills

Contact centre experience

First Class customer service skills

Great interpersonal skills

Strong problem-solving skills

Excellent IT skills

Ability to work flexibly

Resilience

Education

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

Tools

Microsoft Office Suite

Job description

Customer Service Advisor – Pensions Contact Centre (Start: Monday 2 February 2026)

We have the opportunity for Customer Service Advisors to join us working on our Pensions Contact Centre. 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.

Job focus: answering pensions queries via telephone and email for public sector pension schemes administered by LPPA within SLA 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. All calls and emails answered 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 121 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.

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Experience & Qualifications

• 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.
• 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

Values

• Working together
• Committed to excellence
• Doing the right thing
• Forward thinking

Benefits & Salary

• Competitive salary
• 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.

Other Roles Mentioned

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• Customer Relations Adviser – Pelican Business Services (£26,000).