SENIOR CUSTOMER CARE ASSISTANT

Cyngor Caerdydd/Cardiff Council; Cardiff; On-site; GBP 30,000 - 40,000; Full time

Job summary

Cyngor Caerdydd/Cardiff Council is looking for a Customer Services Senior Officer to join their team. In this role, you will supervise the Customer Service Team, ensuring high-level service delivery while resolving customer queries related to the Local Government Pension Scheme.

Key responsibilities include supporting team members, providing face-to-face assistance, and managing an online portal for members. Comprehensive training will be provided, and opportunities for obtaining a professional qualification in Pensions Administration will be available.

Qualifications

• Demonstrable ability to supervise colleagues and monitor workloads.
• Ability to provide high-level customer service support.
• Good computer skills and effective time management.

Responsibilities

• Supervise the Customer Service Team to resolve queries.
• Provide information and assistance to Pensions team members.
• Support members accessing the online financial portal.

Skills

Supervision

Customer service

Time management

Technical knowledge

Computer skills

Education

Professional qualification in Pensions Administration

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

You will be responsible for supervising the Customer Service Team to facilitate the resolution of queries for customers accessing the Local Government Pension Scheme (LGPS) Pension Benefits Administration Service to Cardiff & Vale of Glamorgan Pension Fund and its 42 participating employers, by applying expert technical knowledge and by providing a high level of customer services support, ensuring they adhere to the LGPS regulations, compliance with requirements set out by the Pensions Regulator, the Pensions act and best practice.

You will lead the Customer Service Team who are responsible for being the first point of contact for both internal and external queries, to provide a high level of customer service, by providing an accurate, clear, and informative responses.

What We Are Looking For From You

As a Customer Services Senior Officer, you will be able to demonstrate your ability to supervise colleagues, monitor workloads and provide support to team members. 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 :Lorraine Smith/ Laura Hooi-Day on 02920-872334.

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