Permanent - Full Time
We have an exciting opportunity to join our supportive and high-achieving Technical Support and Training 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 and hybrid office / home working. Our newly refurbished Barnsley office provides a state-of-the-art working environment; and with on-site parking and located within 10 minutes' walk of both the train and bus stations, it makes us easily accessible. At SYPA we are big on your professional development, you'll have a learning and development plan, and we'll support you to keep your CPD updated.
What you'll be doing:
As a Complaints Resolution Officer, you'll be responsible for managing a caseload of complex complaints from Fund members and handling Statutory, Corporate and Ombudsman complaints across the authority. We're passionate about adding value to SYPA by learning from complaints and contributing to positive outcomes for our members.
The Complaints Resolution Officer will be required to:
- Communicate directly with members of the Fund who have made complaints while demonstrating excellent interpersonal skills. At all times you will need a sympathetic yet objective approach.
- Provide advice and support to colleagues in all service areas regarding our complaints procedures.
- Review and quality assure responses to complaints that colleagues have drafted. You will therefore need to establish supportive working relationships quickly with colleagues- across all service areas.
- Record, monitor and report on the progress of complaints and compliance with statutory and corporate procedures as required.
- Assess the most appropriate complaints process for individual cases to be progressed; where there is ambiguity, present reasoned options to the Technical & Training Service Manager.
- Ensure complainants and colleagues follow the appropriate complaints procedure within relevant timescales whilst promoting a positive culture of learning from complaints.
What you'll be able to offer:
If you're an excellent communicator, have exceptional attention to detail, and can support staff to write robust and comprehensive responses to complaints, then we want to hear from you!
You'll be customer focused and will work well under pressure - someone who is comfortable dealing with people who are dissatisfied and able to analyse and summarise complex issues. Proven experience of dealing with complaints is essential for this role and we would encourage applications from those who have knowledge and experience of complaints handling in a local government pension scheme setting, particularly within the Statutory/Corporate/Ombudsman remit.
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, as well as offering hybrid working enabling you to work from home for up to 3 days per week, subject to successful progress during probationary period.
- 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.
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.