CUSTOMER SERVICE ASSISTANT

Cyngor Caerdydd/Cardiff Council; Cardiff; Hybrid; GBP 21,000 - 25,000; Full time

Job summary

The Cardiff and Vale of Glamorgan Pension Fund seeks a Customer Services Assistant to provide friendly, accurate information to members via phone, email, and face‑to‑face where required. You will be part of the Pension Fund's Customer Services team, helping members navigate LGPS queries with empathy and clarity.

Full training will be provided on LGPS and related legislation; you will work closely with the team, develop digital and administrative skills, and have the opportunity to study for a

Responsibilities

• Respond to member enquiries with accurate, timely, and empathetic support via phone and email.
• Collaborate with your manager and team to deliver excellent, professional service to stakeholders.
• Develop strong interpersonal skills, manage your time effectively, and enhance digital and administrative capabilities.
• Identify opportunities to improve processes and enhance the member experience.

Job description

The Cardiff and Vale of Glamorgan Pension Fund is part of the Local Government Pension Scheme (LGPS), and administered by Cardiff Council. The Fund has 42 participating employers and over 45,000 Active, Deferred and Pensioner members.

We are looking for an enthusiastic individual with great people skills to join our Customer Services team. This is a great opportunity for anyone who enjoys meeting and helping others to join a team who are passionate about delivering a high-level of service to all our stakeholders.

About the job

As a Customer Services Assistant, you will:

• Respond to member enquiries:Providing accurate, timely, and empathetic support to members contacting Cardiff & Vale of Glamorgan Pension Fund via phone and email. You’ll help them navigate pension-related queries with confidence and clarity.
• Collaborate effectively:Working closely with your manager and team to deliver an excellent and professional service to all our stakeholders.
• Contribute as a team player:Demonstrating strong interpersonal skills, managing your time efficiently, and showing a willingness to develop your digital and administrative capabilities.
• Champion service excellence:Taking pride in delivering a high standard of customer care, identifying opportunities to improve processes and enhancing the member experience.

What We Are Looking For From You

As a Customer Services Assistant, you will play a key part in ensuring our members feel supported and informed, helping us maintain high standards of service that our members rely on every day. Key tasks for the Customer Services team include providing information and assistance to members telephoning and emailing the Pensions team, providing face to face support if required and providing first line support to members accessing Cardiff & Vale of Glamorgan Pension Fund’s online portal, Member Self Service. Full training on all aspects of the role will be provided.

You will need to work closely with your manager and team to deliver an excellent and professional service to all our stakeholders. You will need to work well with other people as well as independently, be able to manage your time effectively and be able to develop good computer skills.

Full training on the LGPS and any other relevant legislation will be given.

We will support the successful candidate to study for a professional qualification in Pensions Administration.

Additional information

This vacancy is suitable for post share

We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.

If you would like an informal conversation about this role prior to application, please contact Aimee Rose-Smith on 029-20872334.

We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas or work that is not your own.

Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website :

Important information you need read in order to complete your application:-

Job Category Admin / Clerical

Department Finance

Working Pattern/Contract Type Full Time Permanent