Pension Protection Fund
Contact Centre Advisor
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Contact Centre Advisor
Contact Centre Advisor
Location: Croydon (Hybrid working available)
Salary: £28,675 per annum plus Civil Service Pension
Hours: Permanent, Full-Time (part-time, job-share, or full-time applications considered)
About the Role
At the Pension Protection Fund (PPF), we ensure retirement security for over 400,000 members across the UK through defined benefit (DB) pension schemes and the Financial Assistance Scheme (FAS). With £30+ billion in assets under management, we support long-term economic growth and maintain a reputation as an award-winning team—earning IPE UK Pension Fund of the Year three times in seven years.
We’re recruiting a Contact Centre Advisor to join our exceptional contact centre team! This role offers a fantastic opportunity to build a rewarding career, delivering tailored advice to members when they need it most.
Your Responsibilities
The PPF Contact Centre is central to our work. As the first point of contact for our members, you’ll:
- Provide clear, helpful, and reassuring guidance during often complex or challenging moments.
- Handle a wide range of pension-related enquiries, adapting communication styles to suit each situation.
- Operate outside of scripted responses—listening intently, empathising, and explaining complex information calmly and professionally.
- Be the first line of support for members navigating emotional or stressful situations.
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Benefits of this role:
- Full training on PPF pension schemes and technology before you start.
- Career progression opportunities into areas such as pensions administration, training, quality assurance, customer resolutions, and fraud investigation.
- A structured hybrid working model—after initial competence, you can balance Croydon office time with remote work from home.
- A supportive team and polished face-to-face contact centre experience (unlike other 24/7 centers), with working hours from 08:45–16:45 or 09:30–17:30, Monday to Friday.
Requirements & Qualifications
To join the PPF Contact Centre, we require:
- Recent contact centre or telephone-based customer service experience (financial services a plus but not mandatory).
- Equivalent to GCSE Maths and English at Grade 4/C or above.
- Excellent phone communication skills—ability to relate supportively and adapt communication styles efficiently.
- Commitment to fostering a positive, customer-focused and empathetic service culture.
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** What We Offer**
- A challenging and purpose-driven role in a growing organisation.
- Personal development opportunities and skills training.
- A supportive team environment and supportive Croydon office (15 mins from London Victoria).
- Hybrid working flexibility for improved work-life balance post-training period.
- Commitment to accessibility:
- We are an **active Disability Confident Leader, completing recruitment-inclusive practices.
- If you require reasonable adjustments during the application process, send us a message.
Diversity & Inclusion:
We’re committed to welcoming everyone—properties and backgrounds, beliefs, and ways of working). Whatever your story, your talent is valued.
Role closes Wednesday, 8th July. No agencies please.
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