Customer Service Representative

7 days ago

Preston, Lancashire, United Kingdom Local Pensions Partnership Administration (LPPA) Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Representative in our Pensions Helpdesk. As a key member of our customer service team, you will be responsible for providing exceptional service to our members, employers, and third-party callers.

Key Responsibilities
  • Answer all calls within a preset time frame and assist members and employers with their queries and concerns.
  • Meet and exceed agreed quality and performance targets, including call length, total handling times, hold times, and wrap/after call time.
  • Work independently without close supervision and take ownership of individual enquiries and customer requests.
  • Deliver a flexible and responsive service in line with the needs of the business and meet the required accuracy levels.
  • Support the service provision as appropriate and undertake other duties commensurate with the role.
Requirements
  • Experience of contact centres, particularly in high inbound call volume organisations.
  • Ability to maintain first-class customer service skills while working with stretch targets.
  • Excellent oral and written communication skills, including grammar.
  • A self-starter with great interpersonal skills and empathetic listening skills.
  • Strong problem-solving skills and the ability to remain calm and patient under pressure.
  • Team player with a fast learning ability and a willingness to take ownership of gaining knowledge and understanding.
What We Offer
  • A competitive salary of £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.
Working with Us

We are a leading pension administration company, striving to deliver the best experience for over 2,100 employers and more than 655,000 members of Local Government, Police, and Firefighter pension schemes. We work closely with employers to continuously educate and support them, keeping them fully informed about their pensions.

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