At a Glance
- Tasks: Support members with pension queries and provide clear, helpful guidance.
- Company: Join the award-winning Pension Protection Fund team in Croydon.
- Benefits: Competitive salary, Civil Service Pension, hybrid working, and personal development opportunities.
- Other info: Flexible hours, supportive environment, and commitment to diversity and inclusion.
- Why this job: Make a real difference in people's lives while building a rewarding career.
- Qualifications: Recent contact centre or customer service experience; GCSE Maths and English at Grade 4/C or above.
The predicted salary is between 28675 - 28675 £ per year.
Contact Centre Advisor Croydon office location with Hybrid working £28,675 per annum plus Civil Service Pension Permanent, Full-Time.
At the Pension Protection Fund (PPF), we provide security in retirement for our members and millions of people throughout the UK who belong to defined benefit (DB) pension schemes. Through the PPF and Financial Assistance Scheme (FAS), we compensate members for their pensions after the employer funding their pension becomes insolvent. In total, we look after over 400,000 members across the PPF and FAS. With over £30 billion in assets under management, our investments support long-term economic growth across the UK.
We work closely with government and industry partners to improve outcomes for scheme members, employers, and the broader pension system playing a vital role in strengthening retirement security nationwide. We are looking for a Contact Centre Advisor to join our award-winning contact centre team. This is a great opportunity to build a career with us, supporting members when they need clear, helpful and reassuring guidance.
Our contact centre is central to the work of the PPF. As the first point of contact for many of our members, you will play an important role in providing an excellent service and helping people understand their pension arrangements. Every call is different, and you will support members with a range of queries, some of which may come at confusing, difficult or challenging times. This isn’t a scripted role. You will need to listen carefully, show empathy and explain sometimes complex information in a clear, calm and professional way.
You will be confident speaking to people over the phone and able to adapt your communication style to suit different situations. From day one, you will receive full training on the PPF’s pension schemes and the systems you will use in the role. Once you’re established in the contact centre, you will also have opportunities to develop your career in different directions. Previous colleagues have moved into areas such as pensions administration, training and quality assurance, customer resolutions and fraud investigation.
Unlike many contact or call centres, we operate Monday to Friday only. We currently work across two shift patterns: 08:45 to 16:45 and 09:30 to 17:30. Once you’re competent in the role, you will also be able to work in a hybrid way, combining time at home with time in our Croydon office. This helps support a positive work-life balance.
To apply, you will need recent contact centre experience, or customer service experience that has been mainly delivered by telephone. You will also need GCSE Maths and English, or equivalent, at Grade 4/C or above. Experience in financial services would be beneficial, but it isn’t essential. We will consider full-time applications as well as applicants looking for part-time hours across five days per week. We may also consider a job share arrangement.
In return for your skills, experience and commitment we will give you a challenging role within a business where you will get the support you need to develop your career. We will also give you lots of opportunities for personal development and skills training.
Our Croydon office is just across the road from East Croydon station, which is around 15 minutes from Victoria or London Bridge, 10 minutes from Clapham Junction or half an hour from St Pancras. We are proud to be 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 during the recruitment process, please let us know. We are happy to discuss your needs and ensure you have the support required. We embrace diverse talent welcoming people with different beliefs, backgrounds and ways of working. Whatever your background, and however you identify, you will be welcome here.
No agencies please. Role closes: Wednesday 8th July.
Locations
Contact Centre Advisor in Croydon, Surrey employer: Ppf
At the Pension Protection Fund, we pride ourselves on being an excellent employer, offering a supportive and inclusive work environment in our Croydon office. With a focus on employee growth, we provide comprehensive training and career development opportunities, allowing you to explore various paths within the organisation. Our commitment to work-life balance is reflected in our hybrid working model, and our award-winning team culture ensures that every member feels valued and empowered to make a difference in the lives of our members.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Advisor in Croydon, Surrey
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ppf. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ppf before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Advisor in Croydon, Surrey
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ppf:Your cover letter is your chance to shine! Tell us why you want to work at Ppf specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ppf!
How to prepare for a job interview at Ppf
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
