Customer Services Team Manager - Communications & Engagement Section

TAMESIDE COUNCIL; Droylsden; Hybrid; GBP 36,000 - 40,000; Full time

Benefits offered by this job

Flexible hybrid working arrangements

Generous benefits package

Excellent leave entitlement

Training and career development

Employee rewards and perks

Job summary

Greater Manchester Pension Fund (GMPF) is seeking an experienced Customer Services Team Manager. You will lead a busy team, deliver high-quality member support, and analyse data to inform decisions.

The role includes face-to-face and helpline support, plus online service management, with hybrid working arrangements and a competitive benefits package. The GMPF team focuses on providing information, expert guidance, and service excellence to over 379,000 members and 800 employers, while supporting

Qualifications

• Experience in managing customer services teams.

Responsibilities

• Lead and develop the Customer Services team to deliver high-quality service to GMPF stakeholders.
• Analyse telephony and email data to understand demand and trends.
• Provide information and support to members via helpline, surgeries, and online services.
• Coordinate with the Section Manager to meet business objectives and drive initiatives.
• Ensure effective time management and build strong relationships with colleagues and stakeholders.

Job description

Contract Type: Permanent

Salary: Grade G SCP 23 £35,570 – SCP 28 £40,444

Hours Per Week: 36hours

Base Location: Guardsman Tony Downes House, Droylsden

Assessment Date: w/c 30th November 2026

Lead with vision, inspire change, and shape the future of pension services as a Customer Services Team Manager

At Greater Manchester Pension Fund (GMPF), we are dedicated to securing the financial well-being of our 379,000 members. Every year, these members place their trust in us to safeguard the pension benefits they have earned, giving them confidence and security in retirement. We pay out over £880 million in benefits each year, fulfilling our promise to deliver financial security to our members.

We have almost 200 colleagues in pensions administration who collaborate with over 800 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 are looking for an experienced and enthusiastic manager to join our Customer Services team. This is a great opportunity for anyone with experience in the customer services sector to join a team passionate about delivering a high level of service to all our stakeholders.

The Role

As a Customer Services Team Manager, you will be part of the Customer Services leadership team, demonstrating your ability to plan effectively and supporting your team and Section Manager to deliver business objectives and drive initiatives.

Key tasks for the Customer Services team include providing information and assistance to members who are telephoning GMPF’s helpline, providing face to face support to members at surgeries and roadshows, and providing first line support to members accessing GMPF’s online service, My Pension.

You will manage a busy team, working closely with your manager to deliver an excellent and professional service to all our stakeholders. You will work well with others as well as independently, manage your time effectively, and build effective relationships with your colleagues and stakeholders.

You will collect and analyse data on your team's work, including interpreting telephony and email statistics to understand demand, performance, and customer trends.

We will provide full training on the role, the LGPS and any other relevant legislation.

Why Join GMPF?

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

• Flexible hybrid working arrangements – work from home and 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 you have completed your training and can demonstrate you can fully deliver the requirements of your role.
• Generous benefits package – automatic enrolment into the Local Government Pension Scheme (LGPS), 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, plus various health and wellbeing offers.

If you have the ambition, expertise, and drive to excel in this exciting new role, we’d love to hear from you. For an informal discussion about the role, please contact Matthew Simensky, Communications & Engagement Strategic Lead on 0161 301 7250.

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.

This role is employed by Tameside Council.

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.