Pensions Customer Service – Pensions Helpdesk / Contact Centre

Hybrid Working with 2 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 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 Pensions Customer Service - Helpdesk / Contact Centre to come and join us working on our Pensions Helpdesk, starting on 10th June 2024. 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 SLA’s and to exacting standards, in a fast-paced busy environment.
This is an exciting time to join us as we have recently moved to a brand-new collaborative workspace in Preston City Centre.
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:

• Recent 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 Math’s and English at Grade C or above

Working with and upholding our values:

• Working together
• Committed to excellence
• Doing the right thing
• Forward thinking.

Experienced LGPS Pensions Administrators (Hybrid or Remote)

Remote/Hybrid Working with 2 days in Preston, Lancashire
Fully Home working contracts will be considered for candidates living 50+ miles from our offices in Preston.
Salary DOE 37 hours a week


A glance at the role:

We have the opportunity for Experienced Pensions Administrators to join us on a full time, permanent basis. You will have a background in LGPS (or solid experience in Defined Benefits) and we are particularly interested in experience in Bereavements, Police and Fire, Transfers or Retirements.
Other organisations may call this Senior Pensions Administrator/ Pensions Officer or Lead Pension Administrator.
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.

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 DOE
- 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.



What you’ll be doing:

• To process and check a range of general pensions casework, including, but not restricted to benefits estimates, transfers, retirements, commutation of benefits and the combining of benefits, ensuring that service level targets and deadlines are met in respect of these areas
• To respond to member correspondence relating to the work undertaken within the team, again ensuring that service level targets and deadlines are met in these areas
• To develop an understanding of current pensions regulation and overriding legislation, maintaining up-to-date knowledge
• Liaise with customers and third parties obtaining information in respect of the work undertaken on the team

What we need from you:

• Practical working experience in an LGPS Pensions administration role.
• Proven ability to undertake detailed mathematical calculations accurately. Please note, the interview process may include numerical assessments
• Demonstrable ability to work accurately and to deadlines
• Previous work with internal database systems is desirable, & experience with processes relevant to payroll and pension administration, UPM experience would be beneficial
• Good capability using the Microsoft Office packages (e.g. Word and Excel)
• Strong communication skills with the confidence to work independently when required whilst also being an effective team player

Qualifications

• 5 GCSEs or equivalent including Maths and English at Grade C or above
• A recognised pension administration qualification (or working towards) would be desirable



Working with and upholding our values:

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

Pensions Payroll Assistant (Hybrid Working)

Hybrid Working with 2 days in Preston, Lancashire
Salary £23,000 - £24,000 DOE 37 hours a week

A glance at the role:

We are currently seeking a Pensions Payroll Assistant to join our Pensions Payroll team on a full-time, permanent basis.
Your role will be to Support the Payroll Team with a variety of administration responsibilities and case management to assist Local Pensions Partnership Administration in meeting the daily and monthly payroll deadlines for all clients. To ensure work is completed to the highest standards, demonstrating accuracy and attention to detail whilst providing good customer service.

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.

So, if you’ve been looking for the opportunity to enhance your experience by joining a leading pensions organisation, we can’t wait to hear from you!

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:

Salary up to £24,000 per annum dependent on experience
- 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.

What you will be doing:


• To take ownership of monitoring the team mailbox and to create/update existing cases.
• Processing any returned payments and initiate cases for the Operations Teams.
• To process any changes to bank details and to liaise directly with Convera for any overseas payments.
• Processing any tax code changes as directed by HMRC.
• To ensure any BACS recalls are requested via the relevant client and to process the reversals of payments following confirmation of successful recalls.
• Own the payroll leavers process for relevant payroll cases.
• To provide responses to general enquiries – via email and over the telephone.
• Liaising with operations admin teams and providing feedback on quality of casework.
• Processing DWP forms relevant to payroll amendments.
• Supporting with bulk month end priorities to ensure smooth running of payroll.
• Complying with regulatory risk and compliance guidelines.




What We need from you:

Essential:

• Proven ability to work accurately and to deadlines in a regulated environment.
• Proven ability to work effectively on own initiative as well as being an effective team player, promoting positive behaviour and attitudes, working flexibly, whilst at all times developing and maintaining good working relationship within the team and the service as a whole.
• Proven ability to follow processes correctly.
• The ability to communicate effectively at all levels possessing excellent communication skills (both oral and written) and first-class customer service skills
• Excellent IT skills including application of the Microsoft Office suite of tools, including Email and Excel spreadsheets.
• Resilient, and able to work under pressure, remaining customer centric at all times.

Desirable:
• Previous Payroll Experience
• Pensions or Financial services background


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


Core Statements

• Commit to improve by focusing on Client and Member experience
• Think innovatively by building teamwork and driving change
• Act collaboratively and build relationships with personal and influencing skills
• Develop and grow your performance with intellectual agility and eagerness to learn

Principal Pensions Administrator (hybrid/remote working options)

Remote or Hybrid Working with 2 days in Preston, Lancashire
Fully Home working contracts will be considered for candidates living 50+ miles from our offices in Preston.
Salary DOE 37 hours a week

A glance at the role:

We are currently seeking Principal Pensions Administrators to join our team on a full-time, permanent basis.
As a Principal Pensions Administrator you will provide technical pension data support.
Specifically, you will ensure that complex cases are completed accurately and with minimal issues arising by confirming that all pension calculations are correct.
Supporting the improvement of our service, you will share your technical and process knowledge with the team and maximise the use of our new technologies to improve the accuracy of pensions calculations.

Additionally, you will proactively identify opportunities to minimise data breaches, errors and overall complaints.

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.

So, if you’ve been looking for the opportunity to enhance your experience by joining a leading pensions organisation, we can’t wait to hear from you!

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 dependent on experience
- 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.

What you will be doing:

• Support the Pensions Operation Manager to improve service quality and business efficiency
• Deliver an ongoing improvement in quality through technical pensions support to the team and ensure technical and process knowledge is shared across the team members.
• Process or check complex cases where required, ensuring the accuracy of pension calculations produced and general quality of work is too a high standard with minimal issues arising through quality and checking processes.
• Be pro-active in identifying and embedding ways for reduction in number of complaints, data breaches and errors.
• Provide ad-hoc support for business projects and audits
• Continually review and challenge processes to maximise use of new technology (including UPM) and automation of processes to improve efficiency and accuracy of calculations.
• Support with staff development where required
• Deputise for Team Leader / Operations Managers in their absence
• Act as a role model for other staff

What we need from you:
To be considered as a Principal Pensions Administrator you will need:

- Extensive knowledge and experience in administering Local government pensions schemes or fire or police schemes - ideally at least 5 years experience
- In-depth technical pensions knowledge
- Problem solving skills
- Highly accurate working standards
- Highly efficient working methodologies
- To be a consistent high performer

Pensions Administrator (hybrid/remote working options)

Hybrid Working with 2 days in Preston, Lancashire
Fully Home working contracts will be considered for candidates living 50+ miles from our offices in Preston dependent on experience.
Salary circa £22,900 DOE 37 hours a week

A glance at the role:

We are currently seeking Pensions Administrators to join our team on a full-time, permanent basis.
As a Pensions Administrator your role is to assist in the provision of a pension scheme administration service in respect of the pension schemes administered by the Local Pensions Partnership. To ensure work is completed to the highest standards demonstrating accuracy and attention to detail whilst providing good customer service.

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.

So, if you’ve been looking for the opportunity to enhance your experience by joining a leading pensions organisation, we can’t wait to hear from you!

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:

Salary from £22,900 per annum dependent on experience
- 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.

What you will be doing:


• To process and check a range of general pensions case work, including, but not restricted to benefits estimates, transfers, retirements, commutation of benefits and the combining of benefits, ensuring that service level targets and deadlines are met in respect these areas.
• To respond to member correspondence relating to the work undertaken within the team, again ensuring that service level targets and deadlines are met in these areas.
• To develop an understanding of current pensions regulations and overriding legislation, maintaining an up-to-date knowledge
• Liaise with customers and third parties obtaining information in respect of the work undertaken on the team.
• Maintain information security, dealing appropriately with sensitive and confidential information within Service protocol/guidelines.
• Ensure that all work is carried out in a timely and accurate manner achieving required accuracy levels.
• To sensitively and accurately assist and help our members and employers receive first class service by answering questions and queries.
• 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.
• To support the service provision as appropriate undertaking other duties commensurate with the post

What we need from you:


• Ability to work effectively on own initiative as well as being an effective team player, promoting positive behaviour and attitudes, working flexibly, whilst at all times developing and maintaining good working relationships within the team and the wider business
• Comfortable working with numbers and able to perform calculations where required.
• Ability to work accurately and to deadlines.
• Ability to use systems and processes relevant to pension payroll and pension administration.
• The ability to communicate effectively at all levels possessing excellent communication skills (both oral and written) and first-class customer service skills.
• Experience of working to and consistently achieving challenging targets.
• 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.
• Resilient and customer centric at all times.
• Team Player
• Fast Learner and take ownership for gaining knowledge and understanding.

Nice to have:
• Pensions or Financial services experience

Senior Pensions Administrator - LGPS (Hybrid or Remote)

Remote/Hybrid Working with 2 days in Preston, Lancashire
Fully Home working contracts will be considered for candidates living 50+ miles from our offices in Preston.
Salary £28k – 35k DOE 37 hours a week


A glance at the role:

We have the opportunity for Senior Pensions Administrators to join us on a full time, permanent basis. You will have a background in LGPS and we are particularly interested in experience in Retirements although Bereavements, Police and Fire & Transfers would also be considered.

Your role will be to assist in the provision of a pension scheme administration service in respect of the pension schemes administered by LPPA. To ensure work is completed to the highest standards demonstrating accuracy and attention to detail whilst providing good customer service.
Other organisations may call this Senior Pensions Officer or Lead Pension Administrator.

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.

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 £28 – 35k DOE
- 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.
- Free offsite Car Parking



What you’ll be doing:

• To process and check a range of general pensions case work, including, but not restricted to benefits estimates, transfers, retirements, commutation of benefits and the combining of benefits, ensuring that service level targets and deadlines are met in respect these areas.
• To assist with the processing or checking of complex or urgent cases, or cases that have been escalated, where required
• To respond to member correspondence relating to the work undertaken within the team, again ensuring that service level targets and deadlines are met in these areas.
• To develop an understanding of current pensions regulations and overriding legislation, maintaining an up-to-date knowledge
• Liaise with customers and third parties obtaining information in respect of the work undertaken on the team.
• Maintain information security, dealing appropriately with sensitive and confidential information within Service protocol/guidelines.
• Ensure that all work is carried out in a timely and accurate manner achieving required accuracy levels.
• To sensitively and accurately assist and help our members and employers receive first class service by answering questions and queries.
• 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.
• To support the service provision as appropriate undertaking other duties commensurate with the post

What we need from you:

• Extensive experience within the LGPS, Police, or Firefighters pension scheme (ideally a minimum of 3 years)
• Ability to manage a high caseload and complete work to a consistently high standard, and Role models’ behaviours for others to follow.
• Ability to work effectively on own initiative as well as being an effective team player, who is able to develop and maintain good working relationships within the team and the wider business.
• Displays a positive and flexible attitude and approach to work
• Comfortable working with numbers and able to perform calculations where required.
• Ability to work accurately and to deadlines.
• Ability to use systems and processes relevant to pension payroll and pension administration.
• The ability to communicate effectively at all levels possessing excellent communication skills (both oral and written) and first-class customer service skills.
• Experience of working to and consistently achieving challenging targets.
• 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.
• Resilient and customer centric at all times.
• Fast Learner and take ownership for gaining knowledge and understanding.

Qualifications

• 5 GCSEs or equivalent including Maths and English at Grade C or above
• A recognised pension administration qualification (or working towards) would be desirable



Working with and upholding our values:

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