SENIOR CUSTOMER CARE ASSISTANT

Cyngor Caerdydd/Cardiff Council; Cardiff; On-site; GBP 25,000 - 35,000; Full time

Job summary

Cardiff Council seeks a Customer Services Senior Officer to lead the Customer Service Team for the Local Government Pension Scheme. The role involves supervising team members, providing customer support, and ensuring compliance with regulations. Full training will be provided, and the position is suitable for job sharing.

Qualifications

• Ability to supervise colleagues and monitor workloads.
• Provide information and assistance to members via telephone and email.
• Develop good computer skills.

Responsibilities

• Supervise the Customer Service Team and resolve queries.
• Provide high-level customer service support.
• Ensure adherence to LGPS regulations and best practices.

Skills

Teamwork

Time Management

Customer Service

Technical Knowledge

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.

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 for Cardiff & Vale of Glamorgan Pension Fund and its 42 participating employers. This involves applying expert technical knowledge and providing a high level of customer service support, ensuring adherence to LGPS regulations, compliance with requirements set out by the Pensions Regulator, the Pensions Act, and best practices.

You will lead the Customer Service Team, which is responsible for being the first point of contact for both internal and external queries, providing accurate, clear, and informative responses to ensure high-quality customer service.

What We Are Looking For From You

As a Customer Services Senior Officer, you should demonstrate your ability to supervise colleagues, monitor workloads, and support team members. Key tasks include providing information and assistance to members via telephone and email, offering 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 excellent and professional service to all stakeholders. The role requires good teamwork, independent working skills, effective time management, and developing good computer skills.

Full training on the LGPS and relevant legislation will be provided. We will support the successful candidate in studying for a professional qualification in Pensions Administration.

Additional information

This vacancy is suitable for job sharing.

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

If you would like an informal conversation about this role prior to application, please contact Charlotte Warman at 02920 447803 (Mon-Wed).

Please note that the Council does not accept CVs. When completing the supporting information section of your application, please ensure you refer to the details on our website:

Important information you need to read to complete your application:

• Job Category: Finance / Revenues / Benefits
• Department: Resources
• Working Pattern/Contract Type: Full Time Permanent