Overview
An exciting opportunity to join our Member Services team as a Channel Manager (Operations) on a permanent basis working from our Darlington office (hybrid working).
About Railpen
Railpen is responsible for the safekeeping and investment of around £34 billion in assets and the administration of several pension schemes, including the Railways Pension Scheme, one of the UK's largest and longest established pension funds. Our heritage of looking after the pension needs of the rail industry and its employees gives us our name and our unique outlook on how we serve our members. Railpen takes a holistic view, focusing on how we serve members today and how we can positively impact the communities and the world they will retire into. To learn more about Railpen including our values, culture and purpose, visit our LinkedIn Life page. Our values of integrity, community and alignment are the guiding principles that influence our behaviour. They’re what we stand for. You will actively demonstrate our values, helping to create a safe environment, to place the needs of the community above oneself and, through a culture of 'fair challenge', align to the best interests of our members.
Role purpose
The Channel Manager will lead our Member Helpline, Data Capture and Production Services teams to deliver right-first-time service, meeting SLAs and Member First measures. You will promote a Member First approach in all activities, applying operational best practice to build effective, engaged teams. You will also actively promote and champion the continuous improvement of operational processes and ways of working, always keeping the Member as the focus of all activity.
Responsibilities
* Lead the Member Helpline, Data Capture and Production Services teams to deliver right-first-time service, meeting SLAs and Member First measures.
* Ensure a Member First approach in all activities, applying operational best practice to build effective and engaged teams.
* Promote continuous improvement of operational processes and ways of working, always keeping the Member at the center of activities.
* Oversee prioritisation and completion of work within the teams, while supporting Team Leaders in development through regular feedback and coaching, and identifying training needs.
* Ensure Team Leaders focus on timeliness and high quality of their teams’ work, and that all regulatory and Railpen standards are adhered to.
* Use MI and operational insights to understand resource levels and proactively manage challenges to minimise impact on service delivery.
* Manage the relationship with the external print supplier to ensure high quality, member-first service.
* This role is not eligible for visa sponsorship. Applicants must have the legal right to work in the UK.
Person specification / Qualifications
* Demonstrable experience of successfully running operational teams within a service sector environment, ideally within financial services.
* Strong leadership and communication skills; effective coaching and a collaborative approach.
* Experience in contact centre management; ability to analyse MI to make sound business decisions; experience delivering change initiatives and continuous improvement.
* Experience analysing operational performance data and developing clear action plans; able to work to tight deadlines and balance conflicting priorities.
* Knowledge of the pensions industry is advantageous but not essential.
* Excellent verbal and written communication; resilience under pressure.
* Ability to demonstrate Railpen values: integrity, community and alignment.
* This role requires the legal right to work in the UK.
What we can offer you
* Competitive salary (dependent on experience).
* 28 days annual leave plus bank holidays; generous annual bonus plan.
* Membership of the Railways Pension Scheme (Defined Benefit) with a pension for life and a lump sum on retirement based on length of service and pay.
* Life insurance; private medical insurance; employee assistance programme; health cash plan; eye care vouchers.
* Lifestyle benefits including hybrid and flexible working; generous family leave including 12 months full pay maternity leave and 6 months full pay paternity leave; buy and sell holidays; cycle to work scheme; electric vehicle leasing.
Next steps
If you would like to apply, please click the apply button or visit our Careers Page by 1 September 2025.
Railpen is committed to creating an inclusive and diverse environment; we value diversity and welcome people from all backgrounds and walks of life.
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Management
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