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

LGPS Experienced Pensions Administrator – Transfers & Aggregations Team (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 – £32k DOE 37 hours a week

A glance at the role:
We have the opportunity for an Experienced LGPS Pensions Administrator to join us on a full time, permanent basis. You will have a strong background in LGPS – ideally in Transfers.
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 1500 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:

- £28,000 – £32,000 dependent on experience
- 25 days’ holiday, plus bank holidays and 2 additional concessionary days and ½ 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 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:
1. Casework Delivery & Ownership
• Process a range of LGPS pensions casework, including retirements, benefit estimates, transfers, commutations and benefit combinations, accurately and within agreed service standards.
• Take end to end ownership of allocated cases, proactively managing workloads, dependencies and deadlines.
• Ensure all calculations, decisions and communications meet LPPA quality and assurance expectations.

2. Member & Employer Experience
• Provide clear, accurate and empathetic responses to member and employer enquiries, tailoring communication to individual needs and complexity.
• Proactively manage member and employer expectations, identifying potential delays or risks early and communicating clearly.
• Deliver a consistently positive, professional and member centric service experience.

3. Quality, Assurance & Compliance
• Apply up to date knowledge of LGPS regulations, legislation and LPPA guidance to all work activities.
• Ensure compliance with LPPA Data Protection, Information Security and GDPR requirements, recognising personal accountability for member data.
• Support quality assurance processes, including peer review, feedback activity and corrective action where required.

4. Operational Effectiveness
• Work independently with minimal supervision, prioritising workloads effectively in a high volume, SLA driven environment.
• Use LPPA administration systems and Microsoft Office tools efficiently to support productivity, insight and service delivery.
• Maintain accurate records and system data to support audit, reporting and service oversight.

5. Collaboration & Continuous Improvement
• Work collaboratively with colleagues, and wider stakeholders to resolve queries and share technical knowledge.
• Contribute to service improvement activity by identifying theme trends, risks or process improvements.
• Actively engage in learning and development to maintain and enhance technical and service capability.



What we need from you:
• Proven experience in LGPS pensions administration, with the ability to manage complex casework independently.
• Strong numerical and analytical skills with high attention to detail and accuracy.
• Ability to work to deadlines while maintaining service quality and compliance.
• Excellent written and verbal communication skills, with a strong customer service focus.
• Ability to take ownership, problem solve effectively and escalate appropriately.
• Competent IT skills, including pensions administration systems and Microsoft Office (particularly Excel).

Nice to have:

• Experience working in a high volume, SLA driven Member Services environment.
• Working towards or holding a recognised pensions qualification.


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