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

Lead with vision, inspire change, and shape the future of pension services as a Customer Services Section Manager

About GMPF

At Greater Manchester Pension Fund (GMPF), we are dedicated to securing the financial well-being of our 379,000 members. Every year, these members place their trust in us to safeguard the pension benefits they have earned, giving them confidence and security in retirement. We pay out over £880 million in benefits each year, fulfilling our promise to deliver financial security to our members.

We have almost 200 colleagues in pensions administration who collaborate with over 700 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 Opportunity

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 join a team passionate about delivering a high level of service to all our stakeholders.

The Role

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

Key tasks for the Customer Services team include providing information and assistance to members who are telephoning GMPF’s helpline, providing face to face support to members at surgeries and roadshows, and providing first line support to members accessing GMPF’s online service, My Pension.

You will demonstrate your ability to plan and deliver business objectives, drive initiatives, and line manage colleagues. You will monitor the performance of all work undertaken by your section, ensuring key performance indicators and statutory targets are met. You will also line manage your Team Managers, providing direction, support and guidance, and supporting the Communications and Engagement Strategic Lead.

You will need to have, or be able to acquire, a knowledge of the Local Government Pension Scheme. You will collect and analyse data on your section's work, including interpreting telephony and email statistics to understand demand, performance, and customer trends.

You will plan and manage teamspecific projects in an organised and transparent way, ensuring work is delivered on time and to the required standard. You should have a passion for delivering excellent customer service.

Why Join GMPF?

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, which feature on-site parking, excellent public transport links, and proximity to the M60. Hybrid flexibility is available after you have completed your training and can demonstrate you can fully deliver the requirements of your role
• 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, a cycle-to-work scheme, a car leasing scheme, plus various health and wellbeing offers

About Us

At Tameside, we are committed to ensuring all our Citizens lead long, fulfilling and healthy lives. We are committed to supporting economic growth, providing high quality health and care services, protecting our most vulnerable and creating strong and supportive, self-sufficient communities.

We recognise that our people drive our success and enable the organisation to deliver on its vision, purpose and priorities, and that our people are our most important resource and asset.

Our values underpin our practice and behaviours, and are at the heart of everything that we do; and we understand that how we do things is just as important as what we do. We pride ourselves on living by our STRIVE values of Support, Trust, Respect, Integrity, Value Diversity and Engage.

Our values underpin our practice and behaviours and are at the heart of everything that we do. How we do things are just as important as what we do.

Our employees’ skills, experience and knowledge are essential to our success along with their happiness, wellbeing, commitment, enthusiasm and motivation to be the best they can be.

Apply Today

If you have the ambition, expertise, and drive to excel in this exciting new role, we’d love to hear from you. For an informal discussion about the role, please contact Matthew Simensky, Communications and Engagement Strategic Lead, on 0161 301 7250.

This role is employed by Tameside Council.

Unfortunately, at this time we are not able to offer sponsorship.

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

Our rewards and benefits package can be viewed here

We have made a commitment to improve the employment opportunities for people with disabilities, care leavers, carers, and ex-military personnel. Please click here for more information on our guaranteed assessment scheme.

Please read the attached recruitment guidance document or visit our website careers page for support with your application and interview.

https://www.gmpf.org.uk/about/careers-and-current-vacancies

The application process will involve both an interview and a task. More details about this will be provided if your application is successful.

For more information about GMPF in general, please see our website at www.gmpf.org.uk.

Click ‘Apply Now’ to take the first step towards shaping the future of GMPF and making a difference to the lives of our members.

Supporting Documents

↗ Job Description & Person Specification

↗ Recruitment Guidance Notes