Development Centre Delivery Lead – LGPS Pensions Contact Centre
Hybrid Working with a minimum of 2 days in Preston, Lancashire
Competitive Salary of £40k – 50k DOE & benefits – 37 hours a week
A glance at the role:
Are you passionate about helping people build confidence, capability and career-long skills?
We’re looking for a Development Centre Delivery Lead to shape and lead our Contact Centre learning offer — from new starter induction through to ongoing technical, behavioural and service excellence development.
This is a role where your work will directly shape colleague capability, improve member experience and support operational performance across our Contact Centre.
You’ll own and lead the end-to-end Contact Centre curriculum, from induction and new starters through to ongoing technical and behavioural development, creating structured learning pathways that drive measurable improvements in quality, customer experience and performance.
Working independently and as part of the MS Development Team, the role ensures the design and delivery of high-quality, engaging face-to-face and digital learning solutions aligned to business priorities, service transformation and evolving operational needs.
You’ll be joining a friendly, collaborative and member-focused organisation where continuous improvement really matters — and where your ideas, expertise and passion for developing others will be valued.
Alongside a competitive salary and hybrid working, you’ll have access to a strong benefits package designed to support your wellbeing, development and work-life balance.
A bit about us:
Local Pensions Partnership Administration (LPPA) is a multi-award-winning organisation and one of the UK’s leading pension administration companies. We strive to deliver the best experience for over 1,500 employers and more than 700,000 members of Local Government, Police and Firefighter pension schemes, keeping them fully informed about their pensions whilst working closely with employers to continuously educate and support them.
What we can offer you:
- Competitive salary £40k-50k DOE.
- 25 days’ holiday, plus bank holidays and 2 additional concessionary days and 1 day for your Birthday, with the option to ‘buy and sell’ leave.
- Access to an excellent pension scheme (Local Government Pension Scheme) with generous employer contributions.
- Access to Health or Dental Plan.
- Access to our Enhanced Employee Assistance Programme for when you might need some 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 to you in our office.
- Free Car Parking in Preston City Centre.
What you’ll be doing
You’ll make an impact by:
- Shaping the curriculum - owning the Contact Centre learning journey from induction and new starter training through to ongoing technical and behavioural development.
- Using insight to improve performance - translating QA results, call data and customer feedback into targeted learning that improves quality, satisfaction and first contact resolution.
- Influencing stakeholders - partnering with Contact Centre Managers and senior leaders to align training priorities with business needs.
- Building consistency and confidence - standardising training, quality assuring delivery and supporting SMEs and trainers to deliver high-quality learning.
What we need from you:
We’re looking for someone with strong Contact Centre knowledge and a passion for developing people. You will already have experience owning a curriculum, designing blended learning, improving service quality through training, or using performance insight to shape capability plans.
- Experience improving customer service, member experience or operational quality
- Strong stakeholder management and influencing skills
- Ability to design and deliver blended/digital learning
- Excellent organisational, communication and IT skills
- Ability to work in a fast-paced environment with a focus on performance outcomes
Nice to have:
- Excellent facilitation skills
Qualifications
- 5 GCSEs or equivalent, including Maths and English at Grade C or above
Working with and upholding our values:
- Working together
- Committed to excellence
- Doing the right thing
- Forward thinking
