Member Services Team Leader (LGPS Pensions)

"Member Services Team Leader (LGPS Pensions)"

Salary: £38,000 - £43,000 per annum Preston Full Time

Hybrid Working Remote (with travel required) can be considered for candidates living 50+ miles from our Preston office

At LPPA, we help hundreds of thousands of members and employers navigate their pension journey. Our people play a vital role in delivering the high-quality service our clients expect, and we're looking for an experienced and motivated Member Services Team Leader to join us.

This is an excellent opportunity for an established team leader who enjoys developing people, improving performance and delivering excellent customer outcomes. Alongside leading a team of Pension Administrators, you'll work closely with the Member Services Lead to support operational delivery, drive continuous improvement and ensure service standards are consistently achieved.

If you're looking for a role where you can make an impact, develop your leadership skills and contribute to the success of a growing organisation, we'd love to hear from you.

About the Role

As a Member Services Team Leader, you'll lead and support a team of Pension Administrators, ensuring service delivery, quality and performance standards are met whilst maintaining a positive and engaged team culture.

You'll play an important role in developing team capability, managing performance and helping to identify opportunities to improve processes and customer experience.

Working closely with the Member Services Lead, you'll support departmental objectives and contribute to the successful delivery of key operational priorities.

Your responsibilities will include

• Leading, motivating and developing a team of Pension Administrators to deliver outstanding service to our members and clients.


• Planning and managing team resources to ensure workloads are distributed effectively and service commitments are consistently achieved.


• Taking accountability for the delivery of service level agreements (SLAs), ensuring work is completed accurately and on time.


• Building strong relationships with clients through monthly service meetings, performance reviews and the proactive resolution of service issues, complaints and challenges.


• Acting as an escalation point for complex pension administration queries, working closely with Subject Matter Experts and Principal Pension Administrators to achieve the best outcomes.


• Supporting and developing colleagues through regular one-to-ones, performance reviews, coaching, mentoring and team meetings.


• Recruiting, onboarding and developing high-performing team members, creating a culture of continuous learning and improvement.


• Maintaining a strong understanding of pensions legislation, regulations and industry best practice relevant to your team's work.


• Ensuring operational procedures are accurate, up to date and effectively communicated, enabling the team to work consistently and compliantly.


• Identifying and implementing process improvements to enhance efficiency, standardise activities and improve service delivery.


• Maintaining robust controls and governance processes to ensure regulatory and compliance requirements are met.


• Working closely with members, employers and external organisations to deliver excellent customer service and maintain strong professional relationships.


• Leading and supporting key operational and client-related projects that contribute to the ongoing success of the business.


• Collaborating with colleagues across the wider organisation to support operational priorities and achieve shared goals.


• Deputising for the Member Services Lead when required.

What We're Looking For:

We're looking for an experienced people leader who thrives in a fast-paced, performance-driven environment and is passionate about delivering excellent customer outcomes.

You'll bring:

• Proven experience leading and developing a KPI-driven operational team, ideally within pensions, financial services or a similar service-focused environment.


• A strong track record of performance management, using data, MI and performance metrics to drive improvements, increase productivity and achieve results.


• Experience working to challenging service standards, targets and deadlines, with the ability to balance quality and efficiency.


• Confidence in leading teams through change, helping colleagues adapt to new ways of working whilst maintaining engagement and performance.


• The ability to work independently, take ownership and demonstrate sound judgement whilst promoting a positive and collaborative team culture.


• Strong organisational and planning skills, with experience managing workloads and priorities to ensure deadlines are consistently met.


• The ability to quickly build knowledge of new legislation, regulations, systems and processes and apply this effectively within your role.


• Strong IT skills, including confidence using Microsoft Office applications such as Excel and Word.


• Excellent communication and relationship-building skills, with the ability to engage effectively with colleagues, clients, members and stakeholders at all levels.


• A genuine commitment to delivering outstanding customer service and continually improving the customer experience.


• Resilience, adaptability and a people-centred approach, with a passion for supporting and developing others to achieve their potential.

You'll stand out if you also have:

• Experience working within pensions, financial services or a regulated environment.


• Relevant pensions or leadership qualifications.


• Experience supporting process improvement or service enhancement activities.

Why Join LPPA?

At LPPA, we're committed to creating an environment where our people can thrive, develop and build rewarding careers.

We offer:

• Competitive Salary of £38,000 - £43,000, dependent on experience.


• 25 days' holiday, plus bank holidays, 2 additional concessionary days and 1 day for your birthday, with the ability to buy and sell leave.


• Access to an excellent pension scheme, the Local Government Pension Scheme, with generous employer contributions.


• Access to a health or dental plan.


• Access to our enhanced Employee Assistance Programme, for when you might need some extra support.


• The opportunity to earn through our Employee Referral Scheme.


• Access to our bespoke reward discount scheme, Your Perk Site.


• Opportunities to attend wellbeing webinars and social events.


• Daily free fruit and snacks available in our office.


• Free car parking in Preston city centre.

Our Values:

• Doing the Right Thing - We act with integrity, accountability and professionalism.


• Working Together- We achieve more through collaboration, inclusion and mutual support.


• Forward Thinking - We're always looking for better ways to deliver for our members, clients and colleagues.


• Committed to Excellence - We take pride in delivering outstanding service and achieving high standards.

If you're an experienced people leader who enjoys coaching teams, improving performance and delivering excellent customer service, we'd love to hear from you.

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