Customer Service Officer

South Yorkshire Pensions Authority; Barnsley; On-site; GBP 26,000 - 31,000; Full time

Job summary

A pension fund management organization in Barnsley is seeking a Customer Service Officer to provide high-quality service to scheme members and employers. The role demands strong communication skills and IT proficiency, with responsibilities including responding to enquiries via phone and email and promoting digital services. The position offers a generous annual leave policy, flexible working hours, and additional wellbeing initiatives in a supportive environment.

Benefits

Generous annual leave policy

Flexible working hours

Local Government Pension Scheme enrollment

Wellbeing initiatives

Access to discounts through the Wider Wallet scheme

Qualifications

• Experience in a customer service environment providing excellent service.
• Ability to work with relevant systems and apply policies effectively.
• Competent in using a range of IT tools and digital resources.

Responsibilities

• Deliver high-quality customer service via multiple channels.
• Respond to enquiries and promote self-service options.
• Analyse and interpret customer information accurately.

Skills

Customer service experience

Strong communication skills

IT proficiency

Education

Level 2 / 3 qualification or equivalent

Tools

Online resources

Job description

Customer Service Officer

Barnsley

£26,824 - £30,024 per annum

Permanent, Full Time

We have an exciting opportunity to join our friendly and forward-looking Customer Services Team in this well-respected, award-winning organisation managing a £10 billion pension fund.

Who we are :

We are both a local authority and a pension fund and we’re unique within the Local Government Pension Scheme as the only democratically accountable single purpose pension organisation in the UK. As a local government body, we have a public sector ethos and place a great deal of importance on our organisational Values and Behaviours – which are all about being honest and accountable, professional, progressive, and empowering.

We have a culture that encourages work-life balance, and we offer flexible working hours. Our newly refurbished Barnsley office provides a state-of-the-art working environment with free on-site parking and located within 10 minutes’ walk of both the train and bus stations, it makes us easily accessible.

Take a look at our LinkedIn page to find out more about us and see what we’ve been up to recently!

What you’ll be doing :

You’ll be joining as part of the Customer Services Team that incorporates the Customer Centre, which is the first point of contact for our scheme members and employers. As our Customer Service Officer, you’ll deliver a high quality, efficient and effective customer focused service, assisting customer enquiries via telephone, letter, email and live chat whilst promoting a digital approach.

Responding to enquiries, analysing and interpreting information given by customers accurately to make appropriate decisions from a range of options, you’ll promote, support and encourage customer independence using self-service channels (e.g. via the website) and work to accelerate and positively build the reputation and perception of SYPA’s self-service options to maximise channel shift to digital options.

What you’ll be able to offer :

We’d like you to hold a Level 2 / 3 qualification or equivalent : or be able to evidence ability at an equivalent level. With working knowledge of relevant systems, equipment, processes and procedures, you’ll be able to apply health and safety, equality and diversity, and other SYPA policies and procedures with good working knowledge in relation to information governance and data protection.

Competent in a range of IT tools, you’ll be digitally confident and adept in using on-line resources with previous office experience to be able to deal with administrative procedures confidently. You’ll have experience of working in a customer service environment providing excellent customer service, and you’ll be a strong communicator (both orally and in writing) with accuracy, able to prioritise and organise own workload and work with others to achieve objectives.

What's in it for you :

• We have a generous annual leave policy that offers between 28 days and 36 days annual leave depending on length of service, plus all statutory bank holidays and you can accrue and take up to 13 extra days leave per year by utilising Flexitime.
• We have several work-life balance policies including a Flexible Working Hours policy (Flexitime) which allows you to work your contracted hours to suit both you and the team that you are working in,
• You’ll automatically be enrolled into the LGPS (Local Government Pension Scheme) which provides a salary-related pension, to which the employer contributes.
• We offer a range of wellbeing initiatives including regular webinars on health & wellbeing, fresh fruit, tea, coffee, and employer provided flu vaccination vouchers each year. We also organise regular social and charity events.
• We also offer a 24 / 7 confidential helpline, access to workplace counselling and Occupational Health.
• Access to a range of benefits and discounts through the Wider Wallet scheme.
• Centrally located modern office for public transport links and staff on-site parking available.

Closing Date – 9th January 2026.

We reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.

We will be shortlisting throughout the duration of the campaign therefore early applications are encouraged