LGPS Pensions Experienced Customer Service - Contact Centre Advisor
Hybrid Working with 2 days in Preston or Fully Remote if over 50 miles commute to Preston
Excellent benefits & Salary DOE

• Do you have first class customer service skills?
• Want a role with no weekends or Bank Holidays?
• Work for a company that offers career progression?
• Incentives and recognition that rewards excellent member experience?
• Full time roles – Competitive Salary 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 LGPS experienced Customer Service Advisors to come and join us working on our Pensions Contact Centre. You will be confident and professional, providing the highest standard of customer service to members, employers and 3rd parties 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 SLA’s 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.

A bit about us:

Local Pensions Partnership Administration (LPPA) is a multi-award-winning organisation and 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 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 - 37 hours per week
• 25 days’ holiday, plus bank holidays. 2 concessionary days and 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 available to you in our office.
• Free Car Parking in Preston Town Centre
• 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
• 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 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/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:
• Practical working experience in an LGPS Pensions administration role or Contact Centre, ideally a minimum of 12 months experience.
• 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
• Recent experience of contact centre is preferable, 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 on all LPGS Pensions
• Excellent oral and written (grammar) communication skills.
• A self-starter.
• Great interpersonal skills and empathetic listening skills.
• Strong problem-solving skills.
• Very Resilient and customer centric at all times.
• Ability to remain calm and patient at all times.
• Team Player.
• A great sense of humour.
• You must be prepared to work flexibly to provide cover for Contact Centre hours between 8.30am & 5pm Monday – Friday

Essential:
• LGPS Pensions experience


Qualifications

• 5 GCSEs or equivalent including Math’s 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.