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)

Who we are

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 here.

Our values of integrity, community and alignment are the guiding principles that influence our behaviour. They help us make decisions and shape our relationships with others. 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.

The role

As the Channel Manager you will be responsible for leading our Member Helpline, Data Capture and Production Services teams to deliver a right first time service, meeting both the SLA’s and Member First measures. You will ensure a Member First approach in all activities, applying operational best practice to build effective and 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.

Within this role you will oversee the prioritisation and completion of work within the teams, whilst supporting the Team Leaders in the development of their teams through the delivery of regular feedback and coaching, and supporting the identification of training needs. You will ensure that your Team Leaders focus on the timeliness and high quality of their teams’ work, and that all regulatory and internal Railpen standards are adhered to.

You will use MI and operational insights effectively and will have a clear understanding of the resource levels required within the teams, alongside proactively managing resource challenges to minimise any impact on service delivery.

As Channel Manager you will also have overall responsibility for managing the relationship with our external print supplier, ensuring that they deliver a high quality member first service.

This role is not eligible for visa sponsorship. Applicants must have the legal right to work in the UK.

The person

The successful candidate will have demonstrable experience of successfully running operational teams within a service sector environment, ideally within financial services. You will have solid leadership and communication skills, be an effective coach and take an engaging and collaborative approach.

You will also ideally have experience of contact centre management, and will be used to analysing MI to make sound business decisions and will have previously managed and motivated teams throughout change initiatives, supporting the ethos of continuous improvement.

We are looking for someone who has experience of analysing operational performance data and developing clear action plans, whilst working to tight deadlines and balancing conflicting priorities. Knowledge of the pensions industry would be advantageous, but not essential for this role. Excellent communication skills, both verbal and written, are key for this role, along with the ability to demonstrate resilience when faced with challenge.

What we can offer you

Rewarding you

A competitive salary (depending on experience)
28 days annual leave plus bank holidays
Generous annual bonus plan
We provide membership of the Railways Pension Scheme, a Defined Benefit arrangement under which you get a pension for life and a lump sum when you retire, based on your length of service and pay
4x Life Assurance cover
Colleague referral scheme

Heath & Wellbeing

Private Medical Insurance
Employee assistance programme
Health cash plan
Eye care vouchers
Flu vaccination

Lifestyle

We support hybrid and flexible working along with very generous family leave including 12 months full pay maternity leave and 6 months full pay paternity leave
Buy and sell holidays
Give as you earn scheme
Paid volunteering days
Flexible half days leave
Electric vehicle leasing
Cycle to work scheme

Next Steps

If you would like to apply, please click on the apply button or visit our Careers Page by 1st 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