At a Glance
- Tasks: Provide clear guidance to members on pension queries over the phone.
- Company: Join an award-winning contact centre team at the Pension Protection Fund.
- Benefits: Earn £28,675 plus a Civil Service Pension and enjoy flexible hybrid working.
- Other info: Opportunities for career development in various roles within the organisation.
- Why this job: Make a real difference by helping people understand their pensions.
- Qualifications: Recent customer service experience and GCSE Maths and English at Grade 4/C or above.
About the Role
We are looking for a Contact Centre Advisor to join our award‑winning contact centre team. This role is central to the Pension Protection Fund, the first point of contact for many of our members, and supports people with pension queries.
Location & Working Arrangements
Croydon office with hybrid working. Monday to Friday only with two shift patterns: 08:45‑16:45 or 09:30‑17:30.
Responsibilities
- Provide clear, helpful and reassuring guidance to members over the phone.
- Explain complex pension information in a calm and professional manner.
- Listen carefully, show empathy, and adapt communication style to suit different situations.
- Use the PPF’s systems and processes following full training.
- Support career development and may progress to roles in pensions administration, training, quality assurance, customer resolutions, or fraud investigation.
Qualifications
- Recent contact centre or telephone customer service experience.
- GCSE Maths and English, or equivalent, at Grade 4/C or above.
- Experience in financial services is beneficial but not essential.
- Availability for Monday‑Friday shifts and willingness to work an appropriate shift pattern.
- Capability to work in a hybrid way combining office and home hours.
Benefits
- £28,675 per annum plus Civil Service Pension.
- Full training on the PPF’s pension schemes and systems.
- Opportunities for personal development and skills training.
- Flexible hybrid working to support a positive work‑life balance.
- Competitive award‑winning team environment.
Inclusive Employment
We are a Disability Confident Leader and actively encourage applications from people with disabilities. We are committed to ensuring our recruitment process is inclusive and accessible. If you require any reasonable adjustments, please let us know.
Equal Opportunity
We embrace diverse talent and welcome people with different beliefs, backgrounds and ways of working. Whatever your background, and however you identify, you’ll be welcome here.
