Apprentice Customer Service

Basis

Full time

Job category/type

• XPS Administration

Date posted

10/07/2026

Job reference

REQ003720

Apprentice Customer Service Location: Newcastle Employment Type: Permanent, Full Time

Grade: Associate

REQ003720

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.

We have over 1058 administration staff who cover a whole range of services from accountancy to systems development. On top of that, we are an award-winning organisation having topped the polls of many industry awards.

About the Role

The working week is Monday to Friday from 9am until 5.15pm (36.25) with 1 hour off for lunch. Flexible working arrangements for this role will be considered and can be discussed at interview.

This is an excellent opportunity to join our friendly teams. We service clients and members by performing a range of administration tasks including calculations, reports, speaking to members directly, project work, presenting to clients and much more.

Our Member Connect team continues to grow and we are now looking for an outgoing Apprentice Customer Service Advisor to join our vibrant Newcastle office. This is an exciting opportunity that would most likely suit someone with a keen interst in a contact centre role or within customer services where customer care is of paramount importance.

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.
• 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.

Your Profile

If you have a genuine desire to help people as well as achieve your career aspirations than we are the company for you!

Essential

• Grade B or 5 in English and Maths at 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 both written and numerical tasks.
• Positive, flexible, and proactive approach to learning and work responsibilities.
• Able to follow procedures, take ownership of tasks, and work effectively in a team.
• Demonstrate a commitment to a career in pensions administration and continuous improvement.

Desirable

• Previous work experience, ideally in a customer focussed environment.
• Quick to learn and adapt to new systems and applications.

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.

For administration staff, we provide guidance and mentors for the Award in Pensions Essentials (APE) through our industry professional body the Pensions Management Institute. We also provide lots of other training and development to support you through your career with us. This ranges from technical training to help you understand the new world that you are joining to general office training such as what to say on the telephone and pretty much everything else in between.

Other benefits of the role include, but are not limited to:

• Support for professional study (Award in Pensions Essentials) through the Pensions Management Institute
• Development of skills to build your career

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