Customer Service Advisor

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.Find a career that's built for you.

Job profile for Customer Service Advisor

Customer Service Advisor

Newcastle 27/11/2026

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.As disability confident committed, we will support all applicants throughout the recruitment process. Each stage of the process is inclusive and offers reasonable adjustments where required.If you need the job description in an alternative format or would like us to do anything differently during the application process, please let us know.

Job details

Contractual hours 36.25 Basis Full time Job category/type - XPS Administration Date posted 17/08/2026 Job reference REQ

Job description

Customer Service Advisor

Location: Newcastle

Employment Type: Permanent, Part Time

Grade: Associate

Hybrid

REQ

About XPS Group:

XPS Group is a prominent 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 workplace where diverse talents thrive.

About the Role:

Our Member Connect team continues to grow and we are now looking for an outgoing and experienced Member Connect Representative to join our vibrant Newcastle office with hybrid working. This is an exciting opportunity that would most likely suit someone with previous experience in a contact centre role or within customer services where customer care is of paramount importance. Ideally you will have gained knowledge and experience of handling customers in a variety of situations and are focused on providing first class customer service.

Our award-winning pensions administration business put 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.
• Follow communication "scripts" when handling different topics.
• 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.
• Meet personal/team qualitative and quantitative targets.
• Work closely with other business areas.

Your Profile:

Essential:

• GCSE grade C/4 for English and Maths
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
• Excellent listening skills.
• Strong interpersonal skills, enabling you to build rapport with customers and handle diverse customer interactions.
• Demonstrate organisational and planning skills, allowing you to manage multiple tasks and prioritise effectively.
• Ability to work under pressure and handle challenging situations professionally and calm.

Desirable:

• Background in a customer service or call centre environment
• Direct, relevant experience of the Pensions Industry

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 digital GP service. Participating in volunteering events is encouraged with paid volunteer days available. Referral bonuses are offered for introducing suitable candidates to XPS.

Equal Opportunity 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.

Who are we:

To find out more please visit:

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