Part-Time Afternoon Contact Centre Advisor – Pensions Customer Service

Part-Time Afternoon Contact Centre Advisor – Pensions Customer Service

20 hours, Mon – Thursday, 1pm – 5pm & Fri, 12pm – 4pm

Hybrid working with two days in Preston, Lancashire

• Do you have first-class customer service skills?
• Want a role with no weekends, late nights, or bank holidays?
• Work for a company that offers career progression?
• Incentives and recognition that reward excellent member experience?
• Part-time roles – Salary: £12,972 for working SET 20 hours per week.
• 25 days' holiday, plus bank holidays (pro-rata) and additional concessionary days, with the ability to buy and sell leave.

Available to come and join us on Monday, 17th November?

If so, we want to talk to you...

Please note, your induction and full training plan will be office-based in Preston over a series of weeks due to this role being part-time. More information will be discussed at the interview stage, but this is a mandatory requirement.

A glance at the role:

We have an opportunity for Customer Service Advisors to come and join us working in our Pensions Contact Centre, starting on Monday, 17th November 2025. You will be confident and professional, providing the highest standard of customer service to members, employers, and third-party calls and emails into our Contact Centre.

The role is focused on answering pensions queries via telephone and email 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, and you will be supported to reach your full potential.

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 700,000 members of the 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 - 20 set hours per week, Mon – Thursday 1pm – 5pm & Fri, 12pm – 4pm
• 25 days' holiday, plus bank holidays, two concessionary days and a half day for your birthday, 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 Enhanced Employee Assistance Programme for when you or your family 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 are available to you in our office
• Free car parking in Preston Town Centre
• Employee recognition awards from your peers to win Perkbox Prizes
• Incentives for excellent member experience, ranging from spot prizes to team nights out
• Lots of ad-hoc prizes
• Access to health or dental plan

What you'll be doing:

• To answer all calls and emails 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 regard 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 with your role
• Sensitively and efficiently assist customers by resolving pension telephone/email 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 working in a contact centre is essential, 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, such as email and Excel spreadsheets
• Strong problem-solving skills
• Very resilient and customer-centric at all times
• Ability to remain calm and patient at all times
• Team player
• Fast learner and takes ownership of gaining knowledge and understanding
• A great sense of humour
• Set hours of Mon – Thursday, 1pm – 5pm & Fri, 12pm – 4pm

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

Job Types: Part-time, Permanent

Pay: £12,972.00 per year

Work Location: In person