Development Centre Delivery Lead – Police & Fire Pensions Learning & Capability

Hybrid, with a minimum of 2 days per week in Preston, or remote-based with frequent travel to Preston.

Salary: £40,000–£50,000 DOE | 37 hours per week

A glance at the role:

Are you passionate about developing people, improving performance and creating learning that makes a real difference?

We’re looking for a Development Centre Delivery Lead to shape and lead our end-to-end Police & Fire learning curriculum, supporting colleagues from induction and new starter training through to ongoing technical and behavioural development.

You’ll use performance insight, QA data and operational priorities to design targeted learning solutions that build confidence, improve accuracy and support better outcomes for our members. Working closely with leaders, managers, SMEs and the MS Development Team, you’ll help create consistent, engaging and measurable learning that supports colleague capability and service performance.

You’ll be joining a friendly, collaborative and member-focused organisation where continuous improvement really matters — and where your ideas, expertise and passion for developing others will be valued.

Alongside a competitive salary and hybrid working, you’ll have access to a strong benefits package designed to support your wellbeing, development and work-life balance.

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 1,500 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 £40-50k DOE
• 25 days’ holiday, plus bank holidays and 2 additional concessionary days and 1 day for your Birthday, with the option to ‘buy and sell’ leave.
• Access to an excellent pension scheme (Local Government Pension Scheme) with generous employer contributions.
• Access to Health or Dental Plan.
• Access to our Enhanced 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 Car Parking in Preston City Centre


What you’ll be doing:

Curriculum and learning design
• Own the end-to-end Police & Fire curriculum, including design, delivery, evaluation and continuous improvement.
• Define and maintain structured learning pathways and curriculum frameworks.
• Design scalable, reusable and blended learning solutions, including face-to-face, digital and self-led learning.

Performance and impact
• Use KPIs, QA and productivity data to identify capability gaps and shape training priorities.
• Measure and report on training ROI, business impact and improvements in time to competence, quality and productivity.
• Translate operational performance gaps into targeted learning interventions.

Stakeholder influence and quality
• Act as a Police & Fire subject matter expert and training authority.
• Partner with senior leaders and managers to influence training priorities and support business change.
• Set training design standards, quality assure delivery and coach SMEs and trainers to build capability.

What we’re looking for:
We’re looking for someone with strong Police & Fire Pensions knowledge and a genuine passion for developing others. You’ll bring experience in designing and delivering learning that improves capability, service quality and performance outcomes.

You’ll need:
• Strong Police & Fire technical knowledge.
• Experience designing and delivering blended or digital learning.
• Experience using performance insight, QA data or operational feedback to shape training plans.
• Strong stakeholder management and influencing skills.
• Excellent communication, organisation and IT skills.
• Confidence working in a fast-paced, outcome-focused environment.
Nice to have:
• Strong facilitation skills across both face-to-face and virtual settings.

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

Contact Centre Advisor – Pensions Customer Service
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 reward excellent member experience?
- Full-time roles - 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.

Available to come and join us on Monday 12th October?

If so, we want to talk to you ……….

Please note, your first 3 weeks will be fully office-based, so we can support you through induction and a full training plan.

A glance at the role:

We have the opportunity for Contact Centre Advisors to come and join us, working at our Pensions Contact Centre, starting on Monday 12th October 2026. 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 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 1,500 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 an extra 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 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.
- 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 of 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 the 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 at all times.
- Team Player.
- Fast Learner and takes 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 between 8.30am & 5pm, Monday – Friday.

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