Hybrid Pensions Customer Service Advisor

Xafinity Consulting Ltd; Newcastle upon Tyne; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

25 days holiday with buy/sell flex

Pension matching

Healthcare plans

Life assurance

Retailer discounts

Volunteer days

Referral bonuses

Job summary

XPS Group in Newcastle is seeking a dedicated Customer Service Advisor to join our Member Connect team. This permanent, full-time role offers hybrid working and an opportunity to deliver high-quality service to pension scheme members.

As part of a supportive environment, you will handle inbound calls, follow scripts, and record customer interactions while contributing to team targets and continuous service improvements.

Qualifications

• GCSE English and Maths at grade C/4 or higher.
• Excellent verbal and written communication.
• Strong listening and interpersonal abilities.
• Good organisation and prioritisation under pressure.

Responsibilities

• Handle a high volume of inbound calls in a professional manner.
• Follow scripts to address customer topics.
• Understand customer needs and propose solutions.
• Accurately record and maintain customer data in a centralised system.
• Deliver first‑class service and meet targets.
• Collaborate with other business areas.

Skills

GCSE English

GCSE Maths

Communication skills

Listening skills

Interpersonal skills

Organisational skills

Ability to work under pressure

Education

GCSEs

Job description

XPS Group in Newcastle is seeking a dedicated Customer Service Advisor to join our Member Connect team. This permanent, full-time role offers hybrid working and an opportunity to deliver high-quality service to pension scheme members.

As part of a supportive environment, you will handle inbound calls, follow scripts, and record customer interactions while contributing to team targets and continuous service improvements.