Customer Services Senior Officer

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 25^th 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.