Job Introduction
West Yorkshire Pension Fund (WYPF) administers the Local Government Pension Scheme (LGPS) for over 850 employers based throughout the UK and is valued at over £19bn. We also have a shared service partnership with Lincolnshire Pension Fund, the London Boroughs of Hounslow and Barnet and a number of Fire Authorities for the administration of the Firefighters Pension Schemes (FPS). The Funds have a combined membership totalling 500,000. More information on this can be found on our website at www.wypf.org.uk.
As a Pension Officer working in our Contact Centre, you will be the first point of contact for our scheme members and employers. You will deliver a high quality, efficient and effective customer focused service, assisting our members primarily via telephone, email, online portals and live chat whilst promoting a digital approach. This is a busy and vibrant department and requires the need to be able to work in a fast paced and high pressured environment.
You should possess effective communication skills both verbally and in writing and adopt a positive but sympathetic customer care approach to your work.
You will be supported by your colleagues with ongoing training and coaching and learn about the different aspects of various pension schemes and the legislation which governs them.
Core Responsibilities
- Respond to a wide range of pension queries, providing guidance and information with clarity, empathy, and professionalism.
- Perform data processing and administrative tasks, including updating member records on in-house systems.
- Use analytical skills to investigate and resolve issues or refer complex cases to senior colleagues.
- Ensure all interactions and administration tasks comply with the relevant LGPS and FPS legislation and regulations.
As a minimum you will have:
- 5 GCSE’s Grade C or above including Maths and English - or equivalent qualifications
- Evidence of your numeracy and literacy skills and recent experience of dealing with the public- especially over the telephone
- Be able to work under pressure in a busy environment and as part of a team.
- Strong commitment to providing high standards of customer care, with previous experience in a customer-facing or contact centre environment desired.
- Excellent oral and written communication skills, with the ability to explain complex information clearly and concisely.
- Competence in using standard office IT applications (e.g., MS Office) and a willingness to learn and navigate specific in-house ICT systems.
- While full training is provided, previous experience in LGPS/FPS or a related field is an advantage.
In return we can offer:
- Flexible working
- LGPS Pension
- Ongoing training and development
- Hybrid working after a period of initial training
The post is a career grade consisting of 4 grades with progression bars between them.
An enhanced disclosure check with the Disclosure and Barring Service will be undertaken for this post.
For further information regarding this post please contact David Tewkesbury on 01274 431145 or email david.tewkesbury@wypf.org.uk
