At a Glance
- Tasks: Join a friendly team handling customer queries and providing top-notch service.
- Company: XPS Group, a leading consultancy in pensions and insurance with a diverse workplace.
- Benefits: Competitive salary, 25 days holiday, flexible benefits, and support for professional study.
- Other info: Dynamic environment with opportunities for training and career growth.
- Why this job: Kickstart your career in customer service while making a real difference for clients.
- Qualifications: GCSEs in English and Maths, strong communication skills, and a passion for helping others.
The predicted salary is between 18000 - 25000 £ per year.
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 2000 employees, we leverage expertise alongside advanced technology to serve over 1,400 pension schemes and their sponsors.
Our goal is to foster a diverse workplace that thrives on talent.
- Location
- Newcastle
- Employment Type
- Permanent, Full Time
- Grade
- Associate
About The Role
The working week is Monday to Friday from 9 am until 5.15 pm (36.25 hrs) with a 1‑hour lunch break. Flexible working arrangements may be considered and discussed at interview.
This is an excellent opportunity to join a friendly team.
We service clients and members performing a range of administrative tasks including calculations, reports, speaking to members directly, project work, presenting to clients and more.
Our Member Connect team is growing and we are seeking an outgoing Apprentice Customer Service Advisor to join our vibrant Newcastle office.
This role suits someone keen on a contact‑centre or customer‑service position where customer care is paramount.
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.
- 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.
All successful applicants must undergo and pass Non‑Police Personnel Vetting (NPPV), including criminal record, intelligence checks, financial screening, identity verification, and background checks on close associates.
Applicants must have been resident in the UK for at least the past 3 years.
Your Profile
We value a genuine desire to help people and ambition to build a career in pensions administration.
Essential
- Grade B or 5 in English and Maths 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 written and numerical tasks.
- Positive, flexible, and proactive approach to learning and responsibilities.
- Ability to follow procedures, take ownership of tasks, and work effectively in a team.
- Demonstrated commitment to a career in pensions administration and continuous improvement.
Desirable
- Previous work experience, preferably in a customer‑focused environment.
- Quick to learn and adapt to new systems and applications.
What We Offer
- Competitive salary, annual discretionary bonus, and 25 days’ holiday with buy/sell flexibility.
- Pension matching, healthcare plans, life assurance, retailer discounts.
- Flexible benefits scheme, employee assistance, digital GP service.
- Paid volunteer days for volunteering events.
- Referral bonuses for suitable candidates.
- Support for professional study (Award in Pensions Essentials) through the Pensions Management Institute.
- Training and development to support career growth, from technical to general office training.
- Eligibility
Any employment offer is conditional upon satisfying DBS disclosure checks, employment or educational references, satisfactory credit checks, and eligibility to work in the UK.
XPS Group does not provide sponsorship.
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 provide accessible and supportive work settings for all employees.
#J-18808-Ljbffr
Apprentice Customer Service employer: XPS Group
XPS Group is an excellent employer, offering a dynamic work culture in the heart of Newcastle with the flexibility of hybrid working. Employees benefit from competitive salaries, annual bonuses, and a commitment to diversity, alongside ample opportunities for personal and professional growth within a supportive team environment.
StudySmarter Expert Advice🤫
We think this is how you could land Apprentice Customer Service
✨Get to Know Your Local Businesses
For an apprenticeship in customer support, don’t hesitate to pop into local shops or businesses. They might not have job postings up, but often they’re looking for eager apprentices who can learn on the job. Approach them with confidence and express your interest.
✨Leverage Online Communities
Dive into online forums and communities focused on customer support. Places like Reddit or specific Facebook groups are goldmines for advice and networking. You never know who might be looking for an apprentice or have insider tips about openings at places like XPS Group.
✨Tap Into Your School’s Resources
Make sure to use your school’s career services. They often have connections with companies looking for apprentices, which can give you a head start. Plus, they can help you polish your interview skills to shine during those crucial moments.
✨Show Your Passion Online
Create a simple portfolio showcasing any relevant experience, even if it's just customer service experience from part-time gigs. Share it on platforms like LinkedIn to make yourself more visible to employers like XPS Group. It’s all about getting your name out there and showing you’re keen to learn!
We think you need these skills to ace Apprentice Customer Service
Some tips for your application 🫡
Show off your communication skills!:In customer support, being able to communicate clearly and effectively is key. When writing your application, make sure to highlight any relevant experience where you've had to support or assist others, whether that's in a job, volunteering, or even in school projects. We want to see how you express yourself and ensure that your enthusiasm comes through!
Tailor your CV to the support role:Your CV should reflect skills that are essential for customer support, like patience, problem-solving, and empathy. Highlight any instances where you've handled difficult situations or resolved conflicts, even if they're not from a formal job. This is your chance to prove that you have the right mindset for an apprenticeship with us at XPS Group.
Include relevant coursework or certifications:If you've taken any courses related to customer service or communications, shout about them! This could be anything from online courses to workshops. Certifications show us you're serious about getting into the field and help us see your commitment to learning more in your apprenticeship.
Express your willingness to learn:Since this is an apprenticeship, showing that you’re eager to learn and grow is really important. In your cover letter, share specific reasons why you want to join XPS Group and how you're looking forward to gaining hands-on experience in customer support. We love candidates who are enthusiastic and ready to dive into the learning process!
How to prepare for a job interview at XPS Group
✨Mastering Communication Skills
As a customer support apprentice, showcasing your verbal and written communication skills is essential. Think about past experiences where you've had to resolve issues or clarify misunderstandings – be ready to discuss these during your interview. Remember, it's all about demonstrating your ability to empathise with customers and provide effective solutions.
✨Brush Up on Product Knowledge
Get familiar with the products or services offered by XPS Group. Being knowledgeable about what they sell not only shows your interest but also helps you answer possible technical questions about how you’d assist customers. Prepare to discuss how you would approach learning about new products and your strategy for staying updated.
✨Prepare for Scenario Questions
Expect interviewers to throw some real-life scenarios at you. Prepare for questions about how to handle difficult customers or complaints. They want to see how well you can think on your feet and apply your customer service skills in challenging situations. Try role-playing with a friend to feel more prepared!
✨Show Enthusiasm for Learning
Since you’re applying for an apprenticeship, the hiring team at XPS Group will be looking for your motivation to learn and grow. Be ready to express your eagerness to absorb knowledge from seasoned professionals and how you plan to contribute to the team's success. Show them that you're not just looking for a job, but a pathway to build your skills!
