Member Experience Associate

Contractual hours

36.25

Basis

Full time

Job category/type

• XPS Administration

Date posted

18/05/2026

Job reference

REQ003595

Member Experience Associate

Location: Portsmouth

Employment Type: Permanent, Full Time

Grade: Associate

Hybrid

REQ003595

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 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

This is a hybrid role with an office presence expected twice per week but will require more office time during the initial ‘settling in’ period. We are currently seeking a Member Experience Associate to join our team, providing top-tier administration. Responsibilities include guiding team members, checking, verifying tasks, meeting deadlines, and ensuring compliance with pension laws. Strong communication and proactive support are essential.

Key Responsibilities

As a Member Experience Associate, you will play a key role in delivering a high-quality, member-focused service. Acting as a primary point of contact, you will manage and resolve member queries efficiently while ensuring a positive and professional experience throughout. You will support the ongoing improvement of member services by identifying trends, gathering feedback, and contributing to process enhancements.

• Monitor and triage incoming emails within the scheme mailbox, ensuring all queries are reviewed and appropriately prioritised.
• Identify urgent member enquiries and ensure they are handled promptly and effectively.
• Manage and resolve member complaints or dissatisfaction, taking full ownership through to resolution.
• Review incoming retirement and transfer documentation for accuracy and completeness, following up with members where information is missing or unclear.
• Engage proactively with scheme members to gather feedback and identify opportunities to enhance the overall member experience.
• Maintain accurate records and ensure all activities are completed in line with internal processes and service level agreements (SLAs).

Due to the changing nature of the business, the job holder may from time to time be required to undertake other activities of a similar nature that fall within their capabilities.

Your Profile: Essential

• Previous experience in a customer service environment, either telephone-based or face-to-face.
• Strong interpersonal and communication skills, with the ability to build rapport and manage a wide range of customer interactions.
• Knowledge of pension administration processes and relevant legislation.
• Proven experience working with Defined Benefit (DB) pension schemes within the pensions industry.
• Ability to manage multiple priorities, work to deadlines, and maintain a high level of accuracy and attention to detail.
• Customer-focused with a proactive, solutions-driven approach
• Strong problem-solving and decision-making skills
• Resilient and professional when handling sensitive or complex queries
• Team-oriented, with the ability to work collaboratively and independently
• Committed to continuous learning and professional development

Qualifications

• GCSEs in Maths and English (minimum grade B or equivalent).
• Willingness to study for a relevant pensions qualification (e.g. CPC, DPC, RPC, APMI).

Desirable

• Demonstrates a commitment to a career in pensions administration and continuous improvement.

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.

How to Apply

Interested candidates should submit applications via Apply Now option or contact ***email_hidden*** for more information. Join XPS Group and contribute to a dynamic and inclusive workplace.

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.

Who Are We

To find out more please visit: www.xpsgroup.com