The role
Are you a natural problem solver with a passion for delivering outstanding customer service? Are you looking for a role where you can make a real difference in people’s lives, while growing your own career in a dynamic and supportive environment? If so, we would love to hear from you!
At Southwark Council’s Pension Services, we are looking for a dedicated First Contact Officer to be the heartbeat of our team. As the friendly and professional first point of contact, you will provide pension fund customer service support delivering a professional service to (25,000+) Southwark Pension Fund (the Fund) members (consisting of staff, former employees and retirees), multiple Southwark employers, other stakeholders such as Council HR, Schools HR and other professionals or agencies. Whether it’s answering queries or guiding members through intricate pension processes, you'll be the trusted expert for all member and stakeholder enquiries.
Key responsibilities:
• Provide expert advice and guidance on pension queries to members, employers, and stakeholders via phone, email, and web.
• Triage and prioritize enquiries, ensuring timely resolution or appropriate escalation for more complex matters.
• Deliver seamless customer support, acting as the first point of contact for the Southwark Pension Fund’s 25,000+ members.
• Maintain accurate records using Civica UPM software, ensuring all interactions are logged and tracked efficiently.
• Support the Fund’s digital strategy, helping members access and navigate digital tools and services.
• Promote high-quality customer care, ensuring that service standards are consistently met and exceeded
How will you make an impact as our First Contact Officer?
We are looking for an enthusiastic, passionate, and self-motivated individual to join our service. You will adopt a strength-based, person-centred approach to your work, balancing challenging demands while growing and developing in your role.
• Experience in a customer service environment, ideally in a contact centre or similar setting, with a proven ability to handle diverse queries.
• Knowledge of pension schemes and an understanding of data protection and confidentiality.
• Strong communication skills, including the ability to simplify complex information and actively listen to customers' needs.
• Proficiency in using IT systems and maintaining accurate records in CRM or administrative platforms.
• A keen ability to adapt to new processes and handle updates or changes with ease.
• Self-management skills, including effective time management, multi-tasking, and prioritising under pressure.
• A strong commitment to high-quality customer care and service delivery, always striving for excellence.
Additional details
We will only consider applications from internal candidates, that are current employees or agency workers on an active assignment.
Full time, 36 hours per week. This role offers flexible working blended with working from home and from our office at 160 Tooley Street.
About Southwark Council:
Southwark Council is the largest local authority social landlord in London, managing 55,000 homes lived in by 40% of Southwark’s residents. We are home to over 18,300 businesses including iconic London venues such as The Shard, The Tate Modern and Borough Market along with many social enterprises and we have a young, diverse, and growing population.
At Southwark we are committed to making our borough just and fair and are taking positive action to tackle inequalities. Our residents and communities are our greatest asset and the passion we have for Southwark is shared by millions of Londoners who enjoy our outstanding cultural offer, use our hospitals, and attend our universities.
Our refreshed borough plan and focus on Southwark Stands Together, (which is our work with Southwark’s communities and the council’s staff to tackle racism, injustice, and inequality) underpins all that we do.
Benefits and more information:
In return for all your hard work, skills and experience, you will receive:
• A competitive base salary (pro rata for part time staff)
• Strong supportive senior management team
• Regular one to one supervision
• Professional development & training opportunities
• Clear career development pathways
• Agile and flexible working arrangements
• Local Government Pension Scheme (LGPS)
• Season ticket and cycle loans
• Annual Leave starting at 27 days per year, increasing to 36 (with length of service) (pro rata for part time staff)
• Wellbeing programme
• HSF Health plan and eye care scheme
• EAP employee assistance programme, confidential counselling and support
• Social clubs and staff groups
Guaranteed Interview Scheme:
As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:
• Members of the Armed Forces and veterans
• Are currently in care, or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition
Recruitment timetable
Closing date: Tuesday 24th September 2024 at 23:59*
*We reserve the right to close this vacancy once a sufficient number of applications has been received. You are advised to submit your application as early as possible to avoid disappointment.
Interview date: Thursday 3rd October 2024
We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together programme. We particularly welcome applications from members of the Black, Asian and ethnic minority communities to increase representation at senior management level in the Council.
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