Customer Service Advisor - Helpdesk / Contact Centre
Preston, Lancashire

LPPA is keen to promote a diverse workforce to maximise our ability to provide quality services to all our customers.

Other organisations may call this role Contact Centre Agent, Customer Service Assistant, Pensions Officer, Pensions Administration Officer, or Administrator - Pensions.

About Us (-%About Us)

Local Pensions Partnership Administration (LPPA) is an award-winning pension services business based in Preston, Lancashire. We support over 640,000 pension scheme members and their employers to understand their pension obligations, benefits and retirement options.

Our work involves significant correspondence with various customer groups, the completion of pension casework which is deadline driven and responding to queries. If you would be interested in any future Helpdesk roles, please register your interest by selecting the apply button and sending in an application.

Purpose (-%Purpose)

As a Pensions Helpdesk Advisor, you will provide the highest standard of customer service to members, employers and 3rd parties. The role is predominantly focused on answering pensions queries via telephone in respect of the public sector pension schemes administered by LPPA.

Key Accountabilities (-%Key Accountabilities)

• Sensitively and efficiently when assisting customers, resolve their pension queries and make appropriate referrals, as necessary
• Assisting customers via telephone to resolve all queries
• Delivering a flexible and responsive service in line with the needs of the business
• Taking ownership of individual enquiries and customer requests
• Able to work independently without close supervision
• Ability to meet agreed quality and performance targets

Person Specification (-%Person Specification)

To be considered as a Pensions Helpdesk Advisor, you will need:

• Experience in working in a contact centre environment
• Experience in telephone and/or email communication with customers
• Experience of working to, and achieving, challenging targets with excellent customer service skills
• Excellent verbal and listening communication skills
• Good interpersonal skills and able to show empathy
• Competency in using multiple ICT systems including email

You must be prepared to work flexibly to provide cover for call centre hours of 08.00 to 18.00 Monday to Friday (excluding Bank Holidays). We will consider applications from candidates who have a preference to work on a part-time basis.

You will be required to undertake intensive training during an extensive induction programme. No previous pension knowledge is required.

In return (-%In return)
• The salary for this role is circa £20,000/year
• We offer 25 days’ holiday, plus Bank Holidays and additional concessionary days
• We operate on a 37-hour working week, with flexibility in working pattern dependent on the role
• When you join LPPA as a new member of our team, you will automatically be given access to our bespoke Reward Discount Scheme "Your Perk Site", which provides our employees with various rewards and benefits to save money
• As you would expect from a pension organisation, LPPA offers employees access to an excellent pension scheme with generous employer contributions
• We have a friendly and sociable work culture whilst providing an environment of continuous personal and professional development to support employees in reaching their full potential

This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.