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For Companies At a Glance
- Tasks: Lead teams to deliver top-notch service and improve operational processes.
- Company: Join Railpen, a key player in managing £34 billion in pension assets.
- Benefits: Enjoy hybrid working, 28 days leave, and a generous bonus plan.
- Why this job: Make a real impact on members' lives while working in a supportive culture.
- Qualifications: Experience in operational management and strong leadership skills required.
- Other info: This role is not eligible for visa sponsorship; UK work rights needed.
The predicted salary is between 36000 - 60000 £ per year.
Overview
An exciting opportunity to join our Member Services team as a Channel Manager (Operations) on a permanent basis working from our Darlington office (hybrid working).
About Railpen
Railpen is responsible for the safekeeping and investment of around £34 billion in assets and the administration of several pension schemes, including the Railways Pension Scheme, one of the UK\’s largest and longest established pension funds. Our heritage of looking after the pension needs of the rail industry and its employees gives us our name and our unique outlook on how we serve our members. Railpen takes a holistic view, focusing on how we serve members today and how we can positively impact the communities and the world they will retire into. To learn more about Railpen including our values, culture and purpose, visit our LinkedIn Life page. Our values of integrity, community and alignment are the guiding principles that influence our behaviour. They’re what we stand for. You will actively demonstrate our values, helping to create a safe environment, to place the needs of the community above oneself and, through a culture of \’fair challenge\’, align to the best interests of our members.
Role purpose
The Channel Manager will lead our Member Helpline, Data Capture and Production Services teams to deliver right-first-time service, meeting SLAs and Member First measures. You will promote a Member First approach in all activities, applying operational best practice to build effective, engaged teams. You will also actively promote and champion the continuous improvement of operational processes and ways of working, always keeping the Member as the focus of all activity.
Responsibilities
- Lead the Member Helpline, Data Capture and Production Services teams to deliver right-first-time service, meeting SLAs and Member First measures.
- Ensure a Member First approach in all activities, applying operational best practice to build effective and engaged teams.
- Promote continuous improvement of operational processes and ways of working, always keeping the Member at the center of activities.
- Oversee prioritisation and completion of work within the teams, while supporting Team Leaders in development through regular feedback and coaching, and identifying training needs.
- Ensure Team Leaders focus on timeliness and high quality of their teams’ work, and that all regulatory and Railpen standards are adhered to.
- Use MI and operational insights to understand resource levels and proactively manage challenges to minimise impact on service delivery.
- Manage the relationship with the external print supplier to ensure high quality, member-first service.
- This role is not eligible for visa sponsorship. Applicants must have the legal right to work in the UK.
Person specification / Qualifications
- Demonstrable experience of successfully running operational teams within a service sector environment, ideally within financial services.
- Strong leadership and communication skills; effective coaching and a collaborative approach.
- Experience in contact centre management; ability to analyse MI to make sound business decisions; experience delivering change initiatives and continuous improvement.
- Experience analysing operational performance data and developing clear action plans; able to work to tight deadlines and balance conflicting priorities.
- Knowledge of the pensions industry is advantageous but not essential.
- Excellent verbal and written communication; resilience under pressure.
- Ability to demonstrate Railpen values: integrity, community and alignment.
- This role requires the legal right to work in the UK.
What we can offer you
- Competitive salary (dependent on experience).
- 28 days annual leave plus bank holidays; generous annual bonus plan.
- Membership of the Railways Pension Scheme (Defined Benefit) with a pension for life and a lump sum on retirement based on length of service and pay.
- Life insurance; private medical insurance; employee assistance programme; health cash plan; eye care vouchers.
- Lifestyle benefits including hybrid and flexible working; generous family leave including 12 months full pay maternity leave and 6 months full pay paternity leave; buy and sell holidays; cycle to work scheme; electric vehicle leasing.
Next steps
If you would like to apply, please click the apply button or visit our Careers Page by 1 September 2025.
Railpen is committed to creating an inclusive and diverse environment; we value diversity and welcome people from all backgrounds and walks of life.
Seniority level
- Not Applicable
Employment type
- Full-time
Job function
- Management
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Channel Operations Manager employer: Railpen
Contact Detail:
Railpen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Channel Operations Manager
✨Tip Number 1
Familiarise yourself with Railpen's values of integrity, community, and alignment. During your interactions, whether in interviews or networking, demonstrate how your personal values align with theirs to show that you're a good cultural fit.
✨Tip Number 2
Research the pensions industry and current trends affecting it. Being knowledgeable about the sector will not only help you in discussions but also show your genuine interest in the role and the company.
✨Tip Number 3
Prepare examples from your past experience that highlight your leadership skills and ability to manage operational teams effectively. Be ready to discuss specific challenges you've faced and how you overcame them.
✨Tip Number 4
Network with current or former employees of Railpen on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during the interview process.
We think you need these skills to ace Channel Operations Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Channel Operations Manager position. Tailor your application to highlight how your experience aligns with their needs.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in managing operational teams, particularly in service sectors like financial services. Use specific examples to demonstrate your leadership and communication skills.
Showcase Continuous Improvement Skills: Railpen values continuous improvement. Include examples of how you've successfully implemented changes or improvements in previous roles, especially in contact centre management or operational processes.
Align with Company Values: Familiarise yourself with Railpen's values of integrity, community, and alignment. Make sure to reflect these values in your application, showing how you embody them in your professional conduct.
How to prepare for a job interview at Railpen
✨Understand Railpen's Values
Before your interview, take some time to familiarise yourself with Railpen's values of integrity, community, and alignment. Be prepared to discuss how you embody these values in your previous roles and how they can guide your work as a Channel Operations Manager.
✨Showcase Your Leadership Skills
As a Channel Operations Manager, strong leadership is crucial. Prepare examples of how you've successfully led teams in the past, focusing on your coaching methods and how you've fostered collaboration among team members.
✨Demonstrate Continuous Improvement Mindset
Railpen is looking for someone who champions continuous improvement. Think of specific instances where you've implemented changes that enhanced operational processes or service delivery, and be ready to share these during your interview.
✨Prepare for Operational Performance Questions
Expect questions related to operational performance and data analysis. Brush up on your experience with MI and how you've used it to make informed decisions. Be ready to discuss how you prioritise tasks and manage resources effectively.
