Head of Services

Head of Employer Services

Salary: £66,939 – £70,283

Contract: Full Time (Hybrid)

Are you an experienced leader with a passion for building strong customer relationships, driving service excellence and delivering strategic change? Do you thrive in a collaborative environment where you can influence organisational performance, lead high‑performing teams and shape the future of employer engagement? If so, we may have the role for you.

The West Midlands Pension Fund is one of the UK's largest pension funds, providing Local Government Pension Scheme 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.

• Leading and managing the Employer Services function, ensuring the delivery of high‑performing, customer‑focused services to employers and stakeholders.
• Developing and implementing the Employer Services strategy, aligned to the Fund's Corporate Plan and strategic objectives.
• Providing inspirational leadership to Relationship Management Leads and the Onboarding & Exits Lead, creating a culture of accountability, collaboration and continuous improvement.
• Monitoring employer performance against the Pension Administration Strategy (PAS), identifying trends, managing risks and leading corrective action where required.
• Driving service improvement through the use of management information, customer feedback, journey mapping and performance analysis.
• Leading employer engagement initiatives, including communications, events and targeted campaigns to improve customer experience and employer compliance.
• Ensuring robust governance, risk management, business continuity and internal controls are embedded across the Employer Services function.
• Overseeing Employer Services policies and ensuring compliance with Data Protection legislation and information governance requirements.
• Managing budgets, resources and workforce planning to ensure value for money and delivery of strategic priorities.
• Representing the Employer Services function at senior leadership meetings, governance forums and external stakeholder events.

We are looking for an inspiring and strategic leader with significant experience managing customer‑facing or relationship management services within a complex organisation.

You will be educated to degree level in a relevant subject or be able to demonstrate substantial experience that supports the requirements of the role.

Experience with in the Local Government Pension Scheme, pension administration or a public sector environment would be advantageous but is not essential.

You will receive a generous holiday entitlement starting with 26 days annual leave plus bank holidays. We usually work two days a week in the office and three from home, supporting a healthy work/life balance.

Our modern office environment offers a relaxed and collaborative atmosphere with study and breakout areas, meeting rooms and kitchens with complimentary tea and coffee facilities. There are also cloakrooms, bike stores, showers and lockers available.

• Competitive Local Government Pension Scheme
• Flexible and hybrid working arrangements
• Comprehensive learning and development opportunities
• Professional qualifications and career development support
• Employee awards and recognition scheme
• 24‑hour Employee Assistance Programme
• A strong commitment to diversity, inclusion and wellbeing

As a new member of our leadership team, you will receive a comprehensive induction programme, introducing you to key stakeholders across the Fund and providing the support needed to succeed in your role.

You’ll also benefit from ongoing leadership development, professional training and opportunities to contribute to strategic projects that shape the future direction of the Fund.

All council roles are allocated to either a fixed, field or flexible work style. Some roles are agile, which enable and empower employees to maximise their performance and productivity while maintaining a healthy work‑life balance. Roles with a fixed work‑style work in…