Service Operations Engineer

• Service Operations Engineer
• £31,015 - £34,811 (Grade 5)
• Full Time (Hybrid)

Do you have experience in IT support, service desk or customer support environment experience and are looking to develop your career in the pensions industry? Are you looking to work for one of the largest pension funds in the UK? We may have the role for you!

About WMPF

WMPF is one of the UK’s largest pension funds providing local authority pension benefits for employees across the West Midlands. We manage and administer the pension interests of over 330,000 scheme members, 800+ employers and currently have over £21 billion in assets under management.

We are recruiting for a Service Operations Engineer to join our continually growing Operations Service area. Our brand-new offices are based at the i9 building in Wolverhampton and is an excellent location for transport links by car, bus, train and tram. 

What the day will look like

Responsibilities include: 

Act as the first point of contact for all technology-related incidents and service requests.

Manage incidents and service requests throughout their lifecycle, ensuring timely resolution and closure.

Provide first-line support for Pension Administration and associated business applications.

Perform routine operational checks and monitoring activities to support service availability.

Identify opportunities to improve support processes, knowledge sharing and customer experience.

Provide professional, customer-focused support to users through agreed communication channels.

Log, categorise, prioritise and manage incidents and service requests in accordance with defined processes and service levels.

About you

The ideal candidate will be a customer-focused IT professional with experience in a service desk, IT support or technology operations environment, able to effectively manage incidents, service requests and user queries while delivering excellent customer service and meeting agreed service levels. They will possess strong troubleshooting, communication and organisational skills, with a proactive approach to continuous improvement, and will work collaboratively with users, colleagues and suppliers to ensure reliable, secure and high-quality technology services.

Why choose the West Midlands Pension Fund?

You will receive a generous holiday entitlement (starting with 26 days a year plus bank holidays). We usually work two days a week in the office and three from home.

We have a modern office environment that offers a relaxed working atmosphere with study and breakout areas, meeting rooms and kitchens with free tea and coffee making facilities. There are also cloakrooms, bike stores, showers and lockers available. 

Other benefits whilst working for the fund include the employee awards scheme and on-the-job development where you will be provided with comprehensive study support for professional exams, formal education & structured training and the potential to advance within a growing organisation.

Working at the fund is a great way to start or develop your career and will give you the opportunity to explore, question and collaborate. You will build your skills and knowledge but also a network where everyone is here to help support you learn and develop in a place where you can thrive both professionally and personally making a shared impact. 

We are delighted to have been accredited PASA, Investors in People, customer service excellence and we have Bronze Organisational Membership with the British Dyslexia Association and are working towards their Smart Award, which further underlines our commitment to diversity and inclusion.

How we support our colleagues

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance. You also have 24-hour access to an employee assistance programme. 

As a new employee of our Operations team, you will receive a robust interactive 6-week induction plan providing you the opportunity to engage with key stakeholders across the fund. You will also be enrolled onto a range of professional training courses including an introduction to the LGPS and team building to encourage collaborative working, allowing you to thrive in your new role. 

For more information, please email WMPFRecruitment@wolverhampton.gov.uk or to apply for this post please visit the following website:-

www.wmjobs.co.uk

For full details of the responsibilities and requirements of this role please see the attached Job Description and Person Specification.

Our working arrangements

All council roles are allocated to either a fixed, field or flexible work style. Some roles are agile which enable and empower employees to maximise their performance and productivity, whilst maintaining a healthy work life balance. Roles with a fixed workstyle work in a fixed permanent council location. Roles with a field workstyle are usually allocated where employees are required to be out working in the community with a minimum requirement for 'touch down' space at any council location. Roles with a flexible workstyle have a flexible base location to meet the needs of the business and employees can work from a mixture of home or any council office, partner/client, or external location, as required to meet service requirements.

Please refer to the Job Description for further information on the workstyle assigned to the role you are applying for.

For more information about working for our organisation including the culture of the Council, the Council plan and vision, staff equality forums, core HR policies, employee benefits and much more please click here .

Diversity

We are committed to building a workforce that is reflective of the diverse community we serve. We want to attract the best applications from people of all backgrounds and underrepresented groups because we strongly believe in adding value through diversity, inclusion, and equality. Our employees enable us to deliver services that are accessible, inclusive, and reflective of Wolverhampton residents. 

Our status as a Disability Confident Employer showcases our commitment to people with disabilities or health conditions, advocating for their opportunities and potential. 

We've received the Stonewall Gold Award, emphasising our dedication to the LGBT+ community by nurturing an inspiring, inclusive, and equal workplace. 

As of March 2023, the RACE Code Quality Mark signifies our active engagement with racial equality. These recognitions validate our continuous efforts towards fostering an inclusive work environment that respects and values our diverse employees. 

As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the essential criteria for the post. 

We encourage, inspire and value an inclusive culture here at the council where employees can flourish, thrive and be themselves. We have four staff equality forums for employees to join. These help to ensure our employees have a voice, they feel empowered to speak up and where everyone is treated with respect - Learn more about the staff equality forums here

Recruitment of Ex-Offenders

We are committed to the fair treatment of all our employees, potential employees, or users of our service regardless of offending background. The Council uses the Disclosure and Barring Service (DBS) for any vacancies that require a DBS check to obtain information about applicants to assess their suitability for employment in positions of trust. We do not discriminate unfairly against any individual on the basis of a conviction or any other information revealed as a result of a DBS disclosure - Learn more here

Employment Information & Support

If you are considering applying for an apprenticeship or a role where the salary is (Grade 2-5), and would like to visit us to learn about the application, interview process and what it is like to work for the council, please click on this link to find out more - Learn more here

Attached documents Accreditiations and memberships (4).pdf Service Operations Engineer JDPS.pdf