LPPA Pensions
Development Centre Delivery Lead – LGPS Pensions Contact Centre
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Development Centre Delivery Lead – LGPS Pensions Contact Centre
About the Role
Are you passionate about helping people build confidence, capability and career-long skills?
We’re seeking a Development Centre Delivery Lead to shape and lead the Contact Centre learning offer—from new starter induction through to ongoing technical, behavioural, and service excellence development.
This role directly impacts colleague capability, member experience, and operational performance. You’ll own and lead the end-to-end Contact Centre curriculum, creating structured learning pathways that drive measurable improvements in:
- Technical skills
- Behavioural competence
- Customer experience
- Operational excellence
Working independently and within the MS Development Team, you’ll ensure the design and delivery of high-quality, engaging face-to-face and digital learning solutions aligned with business priorities, service transformation, and evolving occupational needs.
Join a friendly, collaborative, and member-focused organisation where continuous improvement is valued—and where your expertise, ideas, and passion for developing others will shape meaningful progress.
Key Benefits:
- Competitive salary (£40k–50k DOE)
- Hybrid working model (minimum 2 days on-site in Preston, Lancashire)
- Comprehensive benefits package supporting wellbeing, development, and work-life balance
About Us
Local Pensions Partnership Administration (LPPA) is a multi-award-winning pension administration company—and one of the UK’s leading administrators, serving:
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- Over 1,500 employers
- More than 700,000 members across Local Government, Police, and Firefighter pension schemes
We work closely with employers to educate and support members while ensuring they remain fully informed about their pension benefits.
What We Offer You
- Competitive salary: £40k–50k (DOE)
- Holiday entitlement: 25 days + bank holidays, 1 additional concessionary day, and 1 birthday day (with options to buy/sell leave)
- Generous pension scheme: Local Government Pension Scheme with employer contributions
- Health/Dental Plan access
- Enhanced Employee Assistance Programme
- Profit-related earnings via Employee Referral Scheme
- Bespoke discount scheme (“Your Perk Site”)
- Wellbeing webinars & social events
- Office snacks & daily free fruit
- Free parking in Preston City Centre
Responsibilities
You’ll shape learning pathways and drive performance by:
Curriculum Ownership
- Design and standardise training programmes for induction, new starters, and ongoing development
- Prepare and maintain an up-to-date Contact Centre curriculum aligned to business goals
Performance & Insight-Driven Training
- Translate QA results, call data, and customer feedback into actionable learning interventions
- Improve quality, member satisfaction, and first-contact resolution through targeted training
Stakeholder Collaboration
- Partner with Contact Centre Managers and senior leadership to align training with business needs
- Influence strategic decisions by presenting insights and recommendations
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Delivery & Quality Assurance
- Ensure consistency and excellence in training delivery
- Support Subject Matter Experts (SMEs) and trainers with high-quality resources
Operational Excellence
- Work in a fast-paced environment with a focus on measurable outcomes
- Standardise processes to improve training efficiency and colleague confidence
Requirements
We’re looking for a strong, hands-on professional with industry expertise and a passion for workplace development.
Essential Criteria
- Proven experience in Contact Centre knowledge/curriculum ownership
- Experience in designing blended learning solutions (face-to-face/digital)
- Skills in using performance data to improve training and quality
- Strong stakeholder management and influencing abilities
- Exceptional organisation, communication, and IT skills
- Ability to thrive in a performance-driven, fast-paced working environment
Nice to Have
- Outstanding facilitation and training delivery skills
Qualifications
- 5 GCSEs or equivalent, including Maths and English (Grade C/4 or above)
Working With Our Values
To thrive in this role, you’ll uphold our core values of:
- Working together (collaboration)
- Commitment to excellence (quality & accountability)
- Doing the right thing (integrity & ethical decision-making)
- Forward thinking (proactiveness & innovation)
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