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- Tasks: Handle incoming calls and support members with their pension queries in a dynamic team.
- Company: Join Capita Pension Solutions, a leading UK pension firm with a supportive culture.
- Benefits: Enjoy a competitive salary, 23 days holiday, and discounts on various services.
- Other info: Comprehensive training provided, with excellent career growth opportunities.
- Why this job: Make a real difference by helping others with their pension needs every day.
- Qualifications: Call centre experience and a passion for customer service are essential.
The predicted salary is between 25155 - 25155 £ per year.
Capita Pension Solutions are looking for Customer Service Representatives to join our established team on a permanent basis. Our Pensions team deals with incoming calls from a wide range of members and their beneficiaries regarding their pension. You’ll be part of a specialist and knowledgeable team supporting with various pension enquiries. Expect a wide variety of calls – it’s never a boring day here!
This role will be based at our Liverpool office (Chapel Street), working 37.5 hours per week, Monday to Friday, with shift patterns between the core hours of 8am and 6pm. There are no evenings or weekends, and the salary is £25,155 per annum. Start date will be Monday 20th April 2026.
If you’re the type of person who loves to support others and has call centre experience, then this could be the ideal role for you!
What you’ll be doing:
- Taking a high volume of inbound calls from a wide range of members and their beneficiaries.
- After your in-depth training period you will be able to handle a wide range of queries within agreed service levels.
- Working in your team, you’ll be supported and encouraged by your Team Manager to develop your skills within a fast‑paced environment.
- Your training will be very comprehensive to ensure you are fully equipped with the skills and knowledge to handle every call efficiently.
What we’re looking for (ESSENTIAL):
- Proven call centre experience.
- Excellent telephone manner with the ability to display empathy and build and maintain strong rapport with members.
- Great passion for customer service, with the ability to resolve queries quickly and efficiently.
- Excellent attention to detail, with the ability to prioritise and use your initiative.
- Knowledge and experience of pensions (advantageous but not essential).
- Experience with AWS Amazon Connect (advantageous but not essential).
This role requires enhanced security clearance. One of the key requirements is having lived in the UK for the past five consecutive years, so please only apply if you meet this criteria.
What’s in it for you?
- Starting salary £25,155 per annum.
- 23 days holiday (rising to 27) with the opportunity to buy additional days.
- Discounted insurance policies.
- Company‑matched pension.
- Life assurance.
- 15 weeks fully paid maternity, adoption and shared parental leave, paternity pay of two weeks.
- Discounts on retail, socialising, health and wellbeing, travel and technology.
- And much more…
About Capita Pension Solutions:
Capita Pension Solutions is one of the UK’s leading pension firms. We provide an unrivalled breadth of services to over 450 schemes covering over 6 million members. Our team uses its experience, insight, expertise and latest technology to deliver personalised, end‑to‑end solutions to meet all of our clients’ pension needs.
Proof of right to work checks:
Due to updated legislation, how you complete ‘proof of right to work checks’ in the UK has changed. If you have a valid passport: a digital ID verification will be completed as part of your pre‑employment checks. If you don’t have a valid passport, or you opt out of the digital ID verification process: you’ll need to travel to one of our designated Capita offices as part of your ID verification checks before we can confirm your start date.
What’s next?
Looking to discover more? Choose ‘Apply now’ to fill out our short application and send us your CV. Please make sure to include an up‑to‑date CV with your application, or your application will not move forward.
Equal Opportunities:
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone.
As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.
Customer Service Representatives (Liverpool) - Start Date 20th April employer: Capita
Contact Detail:
Capita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representatives (Liverpool) - Start Date 20th April
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Capita Pension Solutions. Understand their services and values so you can show them you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling those tricky calls during the interview.
✨Tip Number 3
Show off your skills! During the interview, highlight your call centre experience and any specific examples where you've gone above and beyond for a customer. This is your chance to shine!
✨Tip Number 4
Apply through our website! It’s super easy and ensures your application gets to the right people. Plus, it shows you’re proactive and keen to join the team at Capita.
We think you need these skills to ace Customer Service Representatives (Liverpool) - Start Date 20th April
Some tips for your application 🫡
Show Your Call Centre Experience: Make sure to highlight your previous call centre experience in your application. We want to see how you've handled calls and resolved queries, so share specific examples that showcase your skills!
Emphasise Customer Service Passion: Let us know how much you love helping others! In your application, mention any experiences where you went above and beyond for customers. This will show us you're the right fit for our team.
Tailor Your CV: Don’t just send a generic CV! Tailor it to match the job description. Focus on the skills and experiences that align with what we’re looking for, especially around empathy and attention to detail.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. Make sure to include an up-to-date CV, as applications without one won’t move forward. We can’t wait to hear from you!
How to prepare for a job interview at Capita
✨Know Your Pensions
Even if you don't have extensive knowledge of pensions, it's a good idea to brush up on the basics. Familiarise yourself with common pension terms and concepts, as this will help you feel more confident when discussing queries during the interview.
✨Showcase Your Call Centre Experience
Be ready to share specific examples from your previous call centre roles. Highlight situations where you resolved customer issues efficiently or built rapport with clients. This will demonstrate your ability to handle the high volume of calls expected in this role.
✨Practice Empathy and Communication
Since the role requires a strong telephone manner, practice active listening and empathetic responses. You might want to role-play common customer scenarios with a friend to refine your communication skills and ensure you can convey empathy effectively.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training processes, or what a typical day looks like. This shows your genuine interest in the role and helps you assess if it's the right fit for you.