At a Glance
- Tasks: Join our team to provide top-notch customer service and support clients in the pensions sector.
- Company: XPS Group, a leading consultancy firm with a vibrant culture and diverse workforce.
- Benefits: Competitive salary, 25 days holiday, flexible benefits, and support for professional development.
- Other info: Enjoy a friendly team environment with excellent growth opportunities and paid volunteer days.
- Why this job: Kickstart your career in customer service while making a real difference in people's lives.
- Qualifications: GCSEs in English and Maths, strong communication skills, and a passion for helping others.
The predicted salary is between 31500 - 38500 £ 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.
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Apprentice Customer Service in Newcastle upon Tyne 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 in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at XPS Group. 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 XPS Group 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 Apprentice Customer Service in Newcastle upon Tyne
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 XPS Group:Your cover letter is your chance to shine! Tell us why you want to work at XPS Group 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 XPS Group!
How to prepare for a job interview at XPS Group
✨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.
