First Contact Officer

2 weeks ago

London, Greater London, United Kingdom Southwark Council Full time

Additional salary details Benefits and more information**:

The role The Role**:


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.


About Southwark:


We are 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 and 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.


About You:


As a First Contact Officer, you will be key in ensuring all needs and enquiries of our contacts are met in throughout, inclusive and informative way.

We are looking for enthusiastic, passionate and self - motivated individual to join our service.

You will adopt a strength-based, person centred approach to your work and be able to balance challenging demands whilst growing and developing in your role.


Within the role, you will:

  • Be the dedicated first point of contact with callers, to respond to pension queries from all service users and if necessary, escalate to the appropriate manager for any matters that requires further assessment or senior oversight and/or decision making.
  • Ensure high standards of work and standards of performance are maintained, maximising the use of Information Technology, CIVICA (UPM) software and the pension admin system.
  • Contribute towards achievement of the Fund's Key Performance Indicators by processing and recording all work efficiently and accurately within agreed guidelines and timescales.
  • Contribute towards ongoing development and delivery of the Fund's 'digital by default' communication, accessibility and customer access strategies.
  • Ensure all queries are investigated to conclusion, or appropriately referred, seeking advice and guidance from the Team Manager as appropriate.
  • Actively promote and provide quality customer care to all service users. To maintain an efficient throughput of cases to ensure that service users are provided with a streamlined, efficient and quality customer service.
  • Act as a customer service ambassador for the Fund at all times and be open to change and continuous improvement.

Recruitment timetable
Application Closing Date: 11.59pm on 21st April 2024

Interview Date:
WC 29th April 2024

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 longterm health condition

Job Reference:
SC06500

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