Hybrid Customer Services Team Manager (Pension Benefits)

Greater Manchester Pension Fund; Tameside; Hybrid; GBP 36,000 - 40,000; Full time

Benefits offered by this job

Hybrid working

LGPS benefits

25 days annual leave

Training and development

Health and wellbeing offers

Job summary

Greater Manchester Pension Fund (GMPF) is seeking a Customer Services Team Manager to lead a busy team delivering front-line support to members. The role involves planning with the Section Manager, managing telephony and face-to-face services, and driving service improvements across online and in-person channels.

The successful candidate will oversee data interpretation of demand and trends, provide training, and build strong stakeholder relationships.

Qualifications

• Experience in customer services management.
• Strong leadership and people management skills.
• Ability to analyse data and interpret telephony and email stats.
• Excellent communication and stakeholder management.

Responsibilities

• Lead and manage the Customer Services team to deliver high-quality service.
• Plan effectively with your Section Manager to meet business objectives.
• Provide information and assistance to members via helpline, surgeries, and online service.
• Analyse data on team performance and customer trends.
• Ensure training and development for the team.
• Collaborate with stakeholders across GMPF.

Skills

Customer service management

Leadership

Data analysis

Stakeholder management

Communication

Job description

Greater Manchester Pension Fund (GMPF) is seeking a Customer Services Team Manager to lead a busy team delivering front-line support to members. The role involves planning with the Section Manager, managing telephony and face-to-face services, and driving service improvements across online and in-person channels.

The successful candidate will oversee data interpretation of demand and trends, provide training, and build strong stakeholder relationships.