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Customer Service Advisor – Pensions Contact Centre

Hybrid Working with 2 days in Preston, Lancashire

- Do you have first class customer service skills?
- Want a role with no weekend, late nights, or Bank Holidays?
- Work for a company that offers career progressions.
- Incentives and recognition that rewards excellent member experience.
- Salary £22,900 working 37 hours per week – currently an early finish every Friday.
- 25 days’ holiday, plus bank holidays and additional concessionary days, with the ability to buy and sell leave.

If so, we want to talk to you…

A glance at the role:

We have the opportunity for a Customer Service Advisor to come and join us working on our Pensions Contact Centre, starting on 6th January 2025. You will be confident and professional, providing the highest standard of customer service to members, employers and 3rd parties calls into our Helpdesk.

The role is focused on answering pensions queries via telephone in respect of the public sector pension schemes administered by LPPA within SLAs 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 where you will be supported to reach your full potential.

Please Note: Your first 3 weeks will be fully office based so we can support you through induction and a full training plan.

A bit about us:

Local Pensions Partnership Administration (LPPA) is one of the UK’s leading pension administration companies. We strive to deliver the best experience for over 2,100 employers and more than 655,000 members of Local Government, Police and Firefighter pension schemes, keeping them fully informed about their pensions whilst working closely with employers to continuously educate and support them.

What we can offer you:

- Competitive salary: £22,900.
- 37 hours per week.
- 25 days’ holiday, plus bank holidays and additional concessionary days, 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 Employee Assistance Programme for when you 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.
- 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.

What you’ll be doing:

- To answer all calls within a pre-set time frame.
- To assist and help our members and employers receive first class service by answering questions and queries and taking ownership.
- To achieve a set of clear KPI targets with regards to Call length, Total handling times, Hold times and wrap/after call time.
- Adherence to schedule with pre-set breaks, lunches, and dedicated coaching and 121 times.
- Ensure that all work is carried out in a timely and accurate manner, achieving required accuracy levels.
- To support the service provision as appropriate undertaking other duties commensurate.
- Sensitively and efficiently assist customers by resolving pension telephone queries and making appropriate referrals, as necessary.
- Deliver a flexible and responsive service in line with the needs of the business alongside taking ownership of individual enquiries and customer requests.
- Work independently without close supervision.
- Meet and exceed agreed quality and performance targets.

What we need from you:

- Experience of contact centre would be advantageous 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.
- Team Player.
- Fast Learner and take ownership for gaining knowledge and understanding.
- A great sense of humour.
- You must be prepared to work flexibly to provide cover for call centre hours of 0800 to 1800 Monday to Friday (excluding Bank Holidays).

Desirable:

- Pensions or Financial services experience

Qualifications

- 5 GCSEs or equivalent including Maths and English at Grade C or above

Working with and upholding our values:

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

This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency