Contract Type: Permanent

Salary: Grade F SCP 17 £31,022 - SCP 22 £33,699

Hours Per Week: 36 hours

Base Location: Guardsman Tony Downes House, Droylsden

Assessment Date: W/C 25th May 2026

Join our front-line team and play a vital role in shaping positive experiences every day, providing trusted support, clear guidance, and a reassuring presence for our members.

About GMPF

At Greater Manchester Pension Fund (GMPF), we are dedicated to securing the financial well-being of our 436,000 members. Every year, these members entrust us with their contributions, which we strategically invest to provide them with peace of mind for their retirement. In 2024 alone, we paid out over £880 million in benefits, fulfilling our promise to deliver financial security to our members.

Our 180 pensions administration colleagues collaborate with over 700 employers, including local authorities across Greater Manchester, the National Probation Service, academy schools, and housing associations. Together, we calculate and deliver pension benefits with precision and care.

The Opportunity

We’re looking for a dedicated and customer focused individual to join our Customer Services team as a Customer Services Senior Officer. In this vital front-line role, you’ll be the first point of contact for our members, while supporting your colleagues and Team Manager by handling escalations, coordinating rotas, and contributing to team projects.

You’ll play a key senior role in ensuring our members feel supported and informed, helping us maintain the high standards of service that our members rely on every day.
As a Customer Services Senior Officer, you will:

  • Collaborate effectively: Working closely with your Team Manager to allocate duties and check the quality of the work being completed on team.
  • Respond to member enquiries: Providing accurate, timely, and empathetic support to members contacting GMPF’s helpline via phone and email. You’ll help them navigate pension-related queries with confidence and clarity.
  • Offer in person support: Representing GMPF at member surgeries and roadshows, delivering face-to-face guidance with professionalism and empathy.
  • Contribute as a team player: Be on hand to support your colleagues with difficult calls and queries, looking for solutions to more challenging situations.
  • Champion service excellence: Taking pride in delivering a high standard of customer care, identifying opportunities and feeding back ways to improve processes and enhancing the member experience.
  • Grow with us: Whether you're early in your career or bringing experience from another sector, you’ll be supported to develop your skills and grow within a team that values reliability, respect, and continuous improvement.

Why Join GMPF?

At GMPF, we value our employees and are proud to offer:

  • Flexible hybrid working arrangements work from home or in our modern, open-plan offices in Droylsden, which feature on-site parking, excellent public transport links, and proximity to the M60. Hybrid flexibility is available after training and demonstration of role competency
  • Generous benefits package automatic enrolment into the Local Government Pension Scheme, offering comprehensive benefits and life cover
  • Excellent leave entitlement starting at 26 days annual leave, plus bank holidays and flexible working hours (flexitime)
  • Training and career development access to ongoing learning and progression opportunities
  • Employee rewards and perks discounts on gym memberships, a cycle-to-work scheme, a car leasing scheme and various health and wellbeing offers


This role is employed by Tameside Council.

This post is a designated customer facing role under the fluency duty and requires a specified level of spoken English.

Unfortunately, at this time we are not able to offer sponsorship.

We are committed to developing a culture which respects individuals, appreciates difference and allows everyone regardless of background to reach their full potential. We are proud to be an accredited disability confident employer. Reasonable Adjustments will be considered in accordance with the Equality Act 2010 in relation to the Job Role Criteria.

Our rewards and benefits package can be viewed here

If you have the ambition, expertise, and drive to excel in this role, we’d love to hear from you. For an informal discussion about the role, please contact Mark Flannagan, Customer Services Section Manager, on 0161 301 7197.

Please read the attached recruitment guidance document or visit our website careers page for support with your application and interview.

https://www.gmpf.org.uk/about/careers-and-current-vacancies

The application process will involve both an interview and a task. More details about this will be provided if your application is successful.

For more information about GMPF in general please see our website at www.gmpf.org.uk.

Click ‘Apply Now’ to take the first step towards shaping the future of GMPF and making a difference to the lives of our members.

Supporting Documents

↗ Customer services senior officer application notes
↗ Customer services senior officer job description and person specification

Ready to apply?

Location

Guardsman Tony Downes House, Manchester Road, Tameside, M43 6SF, United Kingdom

Job ID

1547

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We want every candidate to feel welcomed, informed and confident when applying for a role with us.

This section brings together everything you need to succeed - from guidance on writing an authentic application to and understanding how to use AI responsibly.

You’ll also find information about our Greater Manchester commitments, including our inclusive employment schemes and standards, as well as tools to help you explore your potential pay, benefits and entitlements. We’re here to ensure you have the support you need at every stage.

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These commitments span a number of long‑standing schemes and initiatives designed to open doors, remove barriers and ensure all applicants feel valued and respected throughout their employment journey.

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Your Pay, Your Benefits, Your Future

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  1. Calculate Your Take‑Home Pay

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Applying Authentically With AI: Our Greater Manchester Approach

Across Greater Manchester’s local authorities, we want to hear your genuine experiences, skills and motivations, expressed in your own words.

To keep our recruitment process fair and inclusive, please complete your application personally and follow the instructions carefully. AI can be used to support you - for example, to help structure your answers or as a reasonable adjustment - but your application should still reflect your authentic voice. If you do use AI as a support tool, a brief explanation helps us ensure an equitable selection process.

Applications that depend too heavily on AI‑generated content may not progress to shortlisting.

This guidance outlines acceptable and unacceptable uses of AI, along with suggestions for using it in a way that supports you while keeping your application true to you.

  1. What Is AI and How Do We Use It Across Greater Manchester?

    AI refers to technology that can create or refine content, such as text, ideas, summaries, or planning. It can help improve productivity, problem-solving, and creativity.

    We’re open to using innovative digital tools where they can help us work smarter and deliver better services for our residents. However, every use of AI is carefully considered to make sure it is ethical, responsible, and aligned with public-sector values.

    When it comes to recruitment, we take a human-centred approach.

    This means:

    • A trained hiring manager reads every application

    • Shortlisting is based on objective criteria required for the job

    • Interviews are conducted in person or via teams by the hiring manager for the role

    • All hiring decisions are made by hiring managers, not algorithms

    AI does not make decisions in our recruitment process and our managers are being upskilled to spot AI in applications, particularly when this might have been used in a way that doesn’t feel genuine. If something in an application raises a question or concern, we will test this out with assessments or at the interview stage to confirm authenticity.

    Our aim isn’t to catch anyone out but to make sure we’re getting to know the real you, giving every candidate a fair chance and finding the right person for the role.

  2. Using AI in Your Application

    When it comes to job applications, what matters most to us is you. We want to see your personality, your experience, and what excites you about joining our team. 

    We recognise that AI can be a helpful tool to support accessibility during the application process. If you choose to use AI for support, please read the instructions carefully and make sure your application is written in your own words, reflecting your genuine skills, knowledge, experience and enthusiasm.

    We’re looking forward to hearing your story.

  3. How to use AI Effectively and Responsibly

    Your application is your chance to show us:

    • Who you are

    • What you can bring

    • The values you hold

    • Why you want to make a difference

    AI can help you organise your thoughts or improve clarity but it cannot express your unique voice, experiences, or motivations.

    AI is most helpful when used to:

    • Help you structure the information you are providing to evidence the criteria

    • Give examples of how to use STAR (Situation, Task, Action, Result)

    • Proof-read to highlight grammar or spelling errors

    • Provide inspiration if you're finding it difficult to find the right words to explain something

    But remember: your honesty, lived experience, and motivations are irreplaceable.

  4. Do’s and Don’ts for Using AI in the Recruitment Process

    Do:

    • Use AI as a supportive tool, not a replacement

    • Ask AI to help tidy up your writing or clarify structure

    • Use it to brainstorm examples, then rewrite them in your own voice

    • Reflect on AI suggestions and adapt them to match your experience

    • Use AI to help with research, but express your understanding yourself

    Don’t:

    • Copy and paste AI-generated content directly into your application

    • Let AI exaggerate or invent experience you do not have

    • Rely on generic statements that don’t reflect the specific role requirements

    • Remove your individuality, we want to hear your voice