Customer Service Officer

We have an exciting opportunity to join our friendly and forward-looking Customer Services Team in this well-respected, award-winning organisation managing a £10 billion pension fund.

Who we are:

We are both a local authority and a pension fund and we're unique within the Local Government Pension Scheme as the only democratically accountable single purpose pension organisation in the UK. As a local government body, we have a public sector ethos and place a great deal of importance on our organisational Values and Behaviours – which are all about being honest and accountable, professional, progressive, and empowering.

We have a culture that encourages work-life balance, and we offer flexible working hours. Our newly refurbished Barnsley office provides a state-of-the-art working environment with free on-site parking and located within 10 minutes' walk of both the train and bus stations, it makes us easily accessible.

Take a look at our LinkedIn page to find out more about us and see what we've been up to recently

What you'll be doing:

You'll be joining as part of the Customer Services Team that incorporates the Customer Centre, which is the first point of contact for our scheme members and employers. As our Customer Service Officer, you'll deliver a high quality, efficient and effective customer focused service, assisting customer enquiries via telephone, letter, email and live chat whilst promoting a digital approach.

Responding to enquiries, analysing and interpreting information given by customers accurately to make appropriate decisions from a range of options, you'll promote, support and encourage customer independence using self-service channels (e.g. via the website) and work to accelerate and positively build the reputation and perception of SYPA's self-service options to maximise channel shift to digital options.

What you'll be able to offer:

We'd like you to hold a Level 2/3 qualification or equivalent: or be able to evidence ability at an equivalent level. With working knowledge of relevant systems, equipment, processes and procedures, you'll be able to apply health and safety, equality and diversity, and other SYPA policies and procedures with good working knowledge in relation to information governance and data protection.

Competent in a range of IT tools, you'll be digitally confident and adept in using on-line resources with previous office experience to be able to deal with administrative procedures confidently. You'll have experience of working in a customer service environment providing excellent customer service, and you'll be a strong communicator (both orally and in writing) with accuracy, able to prioritise and organise own workload and work with others to achieve objectives.

What's in it for you:

• We have a generous annual leave policy that offers between 28 days and 36 days annual leave depending on length of service, plus all statutory bank holidays and you can accrue and take up to 13 extra days leave per year by utilising Flexitime.
• We have several work-life balance policies including a Flexible Working Hours policy (Flexitime) which allows you to work your contracted hours to suit both you and the team that you are working in,
• You'll automatically be enrolled into the LGPS (Local Government Pension Scheme) which provides a salary-related pension, to which the employer contributes.
• We offer a range of wellbeing initiatives including regular webinars on health & wellbeing, fresh fruit, tea, coffee, and employer provided flu vaccination vouchers each year. We also organise regular social and charity events.
• We also offer a 24/7 confidential helpline, access to workplace counselling and Occupational Health.
• Access to a range of benefits and discounts through the Wider Wallet scheme.
• Centrally located modern office for public transport links and staff on-site parking available.

Closing Date – 9th January 2026.

We reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.

We will be shortlisting throughout the duration of the campaign therefore early applications are encouraged.

South Yorkshire Pensions Authority, based in Barnsley, is responsible for administering the Local Government Pension Scheme in South Yorkshire. We're a relatively small organisation with just under 150 employees, but we look after a very large pension fund of over £11 billion, serving 180,000 scheme members.

Our mission is to deliver a sustainable and cost-effective pension scheme for members, delivering high levels of customer service and strong investment returns to ensure stable contribution levels. Choosing a career at SYPA will mean that you can use your skills and expertise to make a genuine difference for our members and their employers.

We have a culture that encourages work-life balance, with a 35-hour working week and we offer flexible working hours and hybrid office / home working (including a non-taxable allowance towards the cost of working from home), as well as a range of other attractive benefits – find out more at Rewards and Benefits

As a local government body, we have a strong public sector ethos and place a great deal of importance on our organisational Values and Behaviours – which are all about being honest and accountable, professional, progressive, and empowering.