Customer Services Manager £50,788 - £54,971 (pro-rata) This role is part-time (3 days per week), with the flexibility to increase to full-time hours if desired Do you have substantial experience in leading a customer services function and are looking to develop in the pension industry? Are you looking to work for one of the largest pension funds in the UK? We may have the role for you About WMPF WMPF is one of the UK’s largest pension funds providing local authority pension benefits for employees across the West Midlands. We manage and administer the pension interests of over 330,000 scheme members, 800 employers and currently have over £21 billion in assets under management. We are recruiting for Customer Services Manager to join our continually growing Pension Services area. Our brand-new offices are based at the i9 building in Wolverhampton and is an excellent location for transport links by car, bus, train and tram. What the day will look like responsibilities include: To lead the customer services team to deliver consistent customer service which meets the Fund’s high standard. Line management of the Customer Service team leaders. Responsible for the development of the team, ensuring their knowledge remains up to date with pension regulation changes including developing junior members of the team to deliver an excellent customer service. Responsible for the customer helpline ensuring that it is adequately staffed during the opening hours provided to members. Responsibility for a caseload of complaints, from initial contact to liaising with and advising officers and senior managers responsible for providing investigation reports and complaints responses. About you An experienced leader in customer service, ideally within a regulated or pension-related environment, with a strong track record of managing teams, improving service delivery, and handling complex cases. You should be proactive in driving business improvements, embedding best practices, and enhancing the customer journey while maintaining high standards, managing complaints effectively, and ensuring compliance with statutory requirements. Why choose the West Midlands Pension Fund? You will also receive a generous holiday entitlement (starting with 26 days a year plus bank holidays). We usually work two days a week in the office and three from home. We have a modern office environment that offers a relaxed working atmosphere with study and breakout areas, meeting rooms and kitchens with free tea and coffee making facilities. There are also cloakrooms, bike stores, showers and lockers available. Other benefits whilst working for the fund include the employee awards scheme and on-the-job development where you will be provided with comprehensive study support for professional exams, formal education & structured training and the potential to advance within a growing organisation. Working at the fund is a great way to start or develop your career and will give you the opportunity to explore, question and collaborate. You will build your skills and knowledge but also a network where everyone is here to help support you learn and develop in a place where you can thrive both professionally and personally making a shared impact. We are delighted to have been accredited PASA, Investors in People, customer service excellence and we have Bronze Organisational Membership with the British Dyslexia Association and are working towards their Smart Award, which further underlines our commitment to diversity and inclusion. How we support our colleagues In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance. You also have 24-hour access to an employee assistance programme. As a new employee of our Pension Services team, you will receive a robust interactive 8-week induction plan providing you the opportunity to engage with key stakeholders across the fund. You will also be enrolled onto a range of professional training courses including an introduction to the LGPS and team building to encourage collaborative working, allowing you to thrive in your new role. For more information, please email WMPFRecruitmentwolverhampton.gov.uk or to apply for this post please visit the following website:-