Contract Details
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 Role
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 new opportunity for a dynamic and innovative person to join us as a Team Manager in our newly formed Customer Experience team. This pivotal role places you at the core of our mission, leading a team committed to delivering 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 through surveys, reviews, and other channels
* Collaborate Across Teams: Improve processes by collaborating 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 positive interactions with 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?
* Flexible hybrid working arrangements: Work from home or in our modern offices in Droylsden, with on-site parking, good 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, cycle-to-work scheme, car leasing, and health and wellbeing offers
Application Process
If you have the ambition, expertise, and drive to excel in this role, we’d love to hear from you. For an informal discussion, contact Ellis Gill, Communications & Engagement Section Manager, at 0161 301 7252.
Visit our careers page for application guidance: https://www.gmpf.org.uk/about/careers-and-current-vacancies
The process involves an interview and a task, with more details provided upon successful application.
For more information about GMPF, see our website: www.gmpf.org.uk.
About Us
At Tameside, we are committed to ensuring all our Citizens lead long, fulfilling and healthy lives. We support economic growth, provide high-quality health and care services, protect our most vulnerable, and create strong communities.
We value our employees and recognize that they are our most important resource. Our STRIVE values—Support, Trust, Respect, Integrity, Value Diversity, and Engage—guide our practice and behaviours.
This role is employed by Tameside Council. We are not able to offer sponsorship at this time. We are an inclusive employer, committed to equal opportunities and reasonable adjustments under the Equality Act 2010. View our rewards and benefits here: here. We also support employment opportunities for people with disabilities, care leavers, carers, and ex-military personnel. More info on our guaranteed assessment scheme is available here.
For further information, contact Ellis Gill at 0161 301 7252.
Reference Number: 000886
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