Contract Type: Permanent
Salary: Grade G. SCP 23 £33,366 - SCP 28 £37,938
Hours Per Week: 36 hours
Base Location: Guardsman Tony Downes House, Droylsden
Assessment Date: Interviews W/C 9th June 2025
Lead with vision, inspire change and shape the future of pension services as our Customer Experience Team Manager
About GMPF
At Greater Manchester Pension Fund (GMPF), we are dedicated to securing the financial well-being of our 414,000 members. Every year, these members entrust us with their contributions, which we strategically invest to provide them with peace of mind for their retirement. In 2024 alone, we paid out over £880 million in benefits, fulfilling our promise to deliver financial security to our members.
Our 175 pensions administration colleagues collaborate with over 600 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 Role
We are excited to announce a brand-new opportunity for a dynamic and innovative person to join us as a Team Manager, on our newly formed Customer Experience team. This pivotal role places you at the core of our mission, leading a team committed to delivering an exceptional service and creating outstanding experiences for our members and stakeholders.
About You
As Customer Experience Team Manager, you will:
* Develop Customer Journeys: Map out and optimise the customer journey to identify pain points and opportunities for improvements to enhance member satisfaction and experience
* Manage Customer Feedback: Collect, analyse, and act on customer feedback to address concerns and enhance service. This will involve carrying out surveys, reviews and other feedback channels
* Collaborate Across Teams: Help improve processes by collaboration to create consistent messaging and align strategies for a unified customer experience
* Lead and mentor: Direct the Front of House and Customer Experience teams to ensure consistently positive interactions with our members and stakeholders
This is an exceptional opportunity for a driven leader to bring fresh ideas and make a tangible impact on our members' lives.
Why Join GMPF?
At GMPF, we value our employees and are proud to offer:
* Flexible hybrid working arrangements work from home or in our modern, open-plan offices in Droylsden, which feature on-site parking, excellent public transport links, and proximity to the M60
* 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 and various health and wellbeing offers
Apply Today
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 Ellis Gill, Communications & Engagement Section Manager, on 0161 301 7252.
Please visit our website careers page for guidance on how to complete the application form for this role
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 .
Click ‘Apply Now’ to take the first step towards shaping the future of GMPF and making a difference to the lives of our members.
About Us
At Tameside, we are committed to ensuring all our Citizens lead long, fulfilling and healthy lives. We are committed to supporting economic growth, providing high quality health and care services, protecting our most vulnerable and creating strong and supportive, self-sufficient communities.
We recognise that our people drive our success and enable the organisation to deliver on its vision, purpose and priorities, and that our people are our most important resource and asset. Our values underpin our practice and behaviours, and are at the heart of everything that we do; and we understand that how we do things is just as important as what we do. We pride ourselves on living by our STRIVE values of Support, Trust, Respect, Integrity, Value Diversity and Engage. Our values underpin our practice and behaviours and are at the heart of everything that we do. How we do things are just as important as what we do.
Our employees’ skills, experience and knowledge are essential to our success along with their happiness, wellbeing, commitment, enthusiasm and motivation to be the best they can be.
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.
Our rewards and benefits package can be viewed here
We have made a commitment to improve the employment opportunities for people with disabilities, care leavers, carers, and ex-military personnel. Please click here for more information on our guaranteed assessment scheme.
For further information about this role please contact Ellis Gill, Communications & Engagement Section Manager, on 0161 301 7252.
Reference Number: 000886