Apprentice Customer Service

At XPS, we don't just value the work you do - we value you. Your ambition, your ideas, your career goals and your life outside of work. Whether you're looking for your next challenge, greater flexibility, or a place where you can make a real impact, you'll find opportunities to thrive at XPS. We're built on collaboration, trust and expertise, giving our people the freedom to work their way, shape their path and be themselves. If you're looking for a career where you can grow, belong and make a difference, we'd love to hear from you.

About XPS Group

XPS Group is a prominent and growing UK consultancy and administration firm within the pensions and insurance sectors. As a FTSE 250 company with over 2,000 employees, we leverage expertise alongside advanced technology to serve over 1,400 pension schemes and their sponsors. Our goal is to foster a workplace where diverse talents thrive. We have over 1,058 administration staff who cover a whole range of services from accountancy to systems development. On top of that, we are an award-winning organisation having topped the polls of many industry awards.

About the Role

The working week is Monday to Friday from 9:00 am until 5:15 pm (36.25 hours) with 1 hour off for lunch. Flexible working arrangements for this role will be considered and can be discussed at interview. This is an excellent opportunity to join our friendly teams. We service clients and members by performing a range of administration tasks including calculations, reports, speaking to members directly, project work, presenting to clients and much more. Our Member Connect team continues to grow and we are now looking for an outgoing Apprentice Customer Service Advisor to join our vibrant Newcastle office. This is an exciting opportunity that would most likely suit someone with a keen interest in a contact centre role or within customer services where customer care is of paramount importance. Our award winning pensions administration business puts scheme members at the heart of everything we do. Our services include scheme administration, first time outsourcing, member communications and scam protection.

Key Responsibilities

• Handle a high volume of inbound calls in a professional and timely manner, ensuring customer satisfaction.
• Understand customers' needs and provide appropriate solutions or alternatives to meet their requirements.
• Accurately record and maintain customer information and interactions in a centralised database.
• Always deliver first class customer service, maintaining a positive outlook.
• Work closely with other business areas.

Due to the sensitive nature of the information we handle, all successful applicants must undergo and pass Non Police Personnel Vetting (NPPV). This includes criminal record and intelligence checks (PNC and PND), financial screening, identity verification, and-where required-background checks on close associates. Applicants must also have been resident in the UK for at least the past three years to enable the necessary vetting checks to be completed.

Your Profile

Essential

• Grade B or 5 in English and Maths at GCSE or equivalent.
• Strong communication and interpersonal skills, both written and verbal.
• Proficient in Microsoft Word, Excel, and Outlook.
• Excellent organisational and planning skills, with the ability to prioritise and meet deadlines.
• High attention to detail and accuracy in both written and numerical tasks.
• Positive, flexible, and proactive approach to learning and work responsibilities.
• Able to follow procedures, take ownership of tasks, and work effectively in a team.
• Demonstrate a commitment to a career in pensions administration and continuous improvement.

Desirable

• Previous work experience, ideally in a customer focussed environment.
• Quick to learn and adapt to new systems and applications.

What We Offer

Enjoy a competitive salary, annual discretionary bonus, and 25 days' holiday with buy/sell flexibility. Benefits include pension matching, healthcare plans, life assurance, and retailer discounts. We support our team with a flexible benefits scheme, employee assistance, and a digital GP service. Participating in volunteer events is encouraged with paid volunteer days available. Referral bonuses are offered for introducing suitable candidates to XPS. Other benefits of the role include, but are not limited to:

• Support for professional study (Award in Pensions Essentials) through the Pensions Management Institute.
• Development of skills to build your career.

How to Apply

Interested candidates should submit applications via the Apply Now option or contact for more information.

Equal Opportunities Statement

XPS Group is committed to diversity and equal opportunities. We welcome applications from all candidates, irrespective of sex, race, disability, sexual orientation, religion, or belief. As a Disability Confident employer, we ensure accessible and supportive work settings for all employees.

Eligibility

Any employment offer made will be conditional upon you satisfying DBS Disclosure checks, Employment or educational references, satisfactory credit checks and eligibility to work in the UK before an offer can be made. XPS Group is not able to provide sponsorship to employees.