Customer Service Advisor

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.

Location:

Newcastle

Employment Type:

Permanent, Full Time

Grade:
Associate

Hybrid work arrangement.

Our Member Connect team continues to grow and we are now looking for an outgoing and experienced Customer Service Advisor 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 puts scheme members at the heart of everything we do. Our services include scheme administration, first‑time outsourcing, member communications and scam protection.

• 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 3 years to enable the necessary vetting checks to be completed.

• GCSE grade C/4 for English and Maths.
• Previous experience in a contact centre, customer service advisor or phone‑based office role is preferred, but other customer‑focused roles also valued.
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
• 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 calmly.

• Familiarity with CRM software and databases would be beneficial.

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. Volunteering events are encouraged with paid volunteer days. Referral bonuses are offered for introducing suitable candidates to XPS.

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.

Any employment offer made will be conditional upon 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.

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