Customer Services Section Manager

Contract Type: Permanent

Salary: Grade I. Scale 35 - £46,142 to Scale 37 - £48,226

Hours Per Week: 36

Base

Location:

Guardsman Tony Downes House, Droylsden

Assessment Date: 25th and 26th August 2026

At Greater Manchester Pension Fund (GMPF), we are dedicated to securing the financial well‑being of our 379,000 members. We pay out over £880 million in benefits each year, protecting the pensions earned by our members.

We are looking for an experienced and enthusiastic manager to join our Customer Services team. This is a great opportunity for anyone with experience in the customer services sector to deliver a high level of service to all stakeholders.

As a Customer Services Section Manager, you will be a key member of the Communications and Engagement leadership team, supporting the Strategic Lead to deliver business objectives and drive initiatives.

Key tasks include:

• Providing information and assistance to members who call the GMPF helpline.
• Providing face‑to‑face support to members at surgeries and roadshows.
• Providing first‑line support for members accessing the online service, My Pension.
• Planning and delivering business objectives, driving initiatives and line‑managing colleagues.
• Monitoring the performance of all work undertaken by your section, ensuring key performance indicators and statutory targets are met.
• Line‑managing your Team Managers, providing direction, support and guidance.
• Collecting and analysing data on your section’s work, interpreting telephony and email statistics to understand demand, performance and customer trends.
• Planning and managing team‑specific projects in an organised and transparent way, ensuring work is delivered on time and to the required standard.

Qualifications and experience:

• Knowledge of the Local Government Pension Scheme, or ability to acquire it.
• Strong planning, organisational and analytical skills.
• Experience in customer service management.
• A passion for delivering excellent customer service.

At GMPF, we value our employees and are proud to offer:

• Flexible hybrid working arrangements – work from home and in our modern, open‑plan offices in Droylsden, with on‑site parking and excellent public transport links. Hybrid flexibility is available after training.
• Generous benefits package – automatic enrolment into the Local Government Pension Scheme (LGPS) with 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.

We are committed to developing a culture which respects individuals, appreciates differences 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.

We are also committed to improving employment opportunities for people with disabilities, care leavers, carers, and ex‑military personnel.