LPPA Pensions
Contact Centre Advisor – Pensions Customer Service
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Contact Centre Advisor – Pensions Customer Service
Hybrid Working (2 days in Preston, Lancashire)
Why This Role?
- First-class customer service skills that truly make a difference
- No weekends, late nights or Bank Holidays in your schedule
- Career progression opportunities with a reputable company
- Incentives & recognition for outstanding member experience
- Early finish on Fridays (part of 37-hour weekly contract)
- 25 days’ holiday + bank holidays + generous concessionary days
Join us Monday, 3rd August for a fully office-based induction!
About the Role
We are seeking highly motivated Contact Centre Advisors to join our Pensions Customer Service team, starting Monday 3rd August 2026.
You’ll provide expert, professional customer service to members, employers, and third parties via telephone and email, supporting the pension administration for public sector schemes.
Your role involves:
- Handling high-inbound call volumes with precision and efficiency
- Resolving pension-related queries within strict SLAs
- Ensuring compliance with Local Pensions Partnership Administration (LPPA) regulations
- Working in a fast-paced, customer-focused environment
You’ll be part of a highly supportive team that encourages continuous development, helping you grow both personally and professionally.
About Local Pensions Partnership Administration (LPPA)
LPPA delivers pension services to:
- Over 1,500 employers
- More than 700,000 members (covering Local Government, Police and Firefighter pension schemes)
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Our mission:
- Informing members about their pensions
- Supporting employers with ongoing education
- Driving a seamless pension experience
Why Join Us? Benefits Summary
| Benefit | Details |
|---|---|
| Competitive salary (37-hour weeks) | Fully reimbursed |
| Generous holiday package | 25 days + 2 concessionary days + birthday leave |
| Pension scheme | Generous employer contributions (Local Government Pension Scheme) |
| Employee Assistance Programme | Counselling & support for personal and family needs |
| Rewards & Incentives | Employee referral bonuses, peer recognition awards, and well-being perks |
| Flexibility & Work-Life Balance | Hybrid working, early Friday finishes, buy and sell leave allowed |
| Development Opportunities | Career progression and upskilling |
| Extras | Free fruit/snacks, free car parking, and social events |
Responsibilities & Duties
-
Handling Calls & Emails
- Respond efficiently within pre-set timeframes
- Ensuring clarity in pension-related explanations
-
Customer Engagement
- Achieving KPI targets for call handling time, wrap-up, and accuracy
- Offering tailored support for members/employers (telephonic & digital)
- Empathetic communication with varied stakeholders
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- Work Output & Compliance
- Following scheduled breaks, coaching & 1-2-1 sessions
- Maintaining timely click-wrap & after-call review standards
- Undertaking responsibility as required outside core duties
Requirements
Essential:
- Proven contact centre experience, especially in high-volume environments
- Ability to work under pressure and meet/drive frequent targets
- Outstanding customer service skills with a bias toward first-class outcomes
- In-depth understanding of pensions/foundations (learned post-training)
- Excellent written & verbal (grammar-centred) communication
- Strong self-motivation to own personal development
- Proven resilience in fast-paced customer interactions
- Proficiency with Microsoft Office Suite (Email, Excel, other tools)
- Interpersonal skills with empathetic listening ability
- Flexible availability (covering 8:30 am - 5 pm shifts, Mon-Fri)
- **5 GCSEs (or equivalent) including Maths & English at Grade C/4+
Desirable:
- Experience in pensions or financial services
Our Values
As an LPPA Advisor, you’ll live by our core values:
- Working together
- Committed to excellence
- Always doing the right thing
- Forward thinking
We look for candidates prepared to embrace our culture of collaboration, accountability, and commitment to our members.
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