Florence Parker
Member Services Work Management Officer
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About
Experienced professional with over 10 years’ experience in Local Government Pension administration. Proven leadership capability with experience supervising teams, managing workloads, monitoring KPIs, and handling complex complaints. Highly organised, detail-oriented and confident working in fast-paced environments requiring accuracy and effective communication.
Experience
Member Services Work Management Officer at Wiltshire Council (2022-05 – Present)
Acting as Deputy Manager within the Member Services Team at Wiltshire Pension Fund, supporting operational delivery and team performance.
- Allocate and manage team workloads to ensure service standards and KPIs are met
- Monitor productivity, performance metrics and attend management meetings
- Act as first point of contact for team queries
- Investigate and respond to formal complaints, ensuring appropriate resolution
- Check and authorise payroll data prior to submission to Payroll to prevent payment errors
- Maintain strong working relationships with internal and external stakeholders
- Continue to process and quality-check pensions casework to ensure accuracy and compliance
Senior Pensions Officer at Buckinghamshire County Council (2019-05 – 2022-04)
Promoted from Pensions Officer to Senior Pensions Officer in recognition of performance and capability.
- Line managed 4 team members, including appraisals, absence management and annual leave approvals
- Quality checked pensions casework to ensure accuracy
- Investigated and resolved member complaints
- Supported payroll processes where required
- Provided technical guidance and support to Pensions Officers
Pensions Officer at Buckinghamshire County Council (2014-06 – 2019-04)
Delivered day-to-day pensions administration within the Local Government Pension Scheme (LGPS).
- Processed a wide range of pension cases accurately and within service deadlines
- Took on additional responsibilities beyond role level due to strong performance and reliability
- Developed technical knowledge of pensions legislation and scheme regulations
- Contributed to efficient department operations through consistent productivity
Bar/Restaurant Staff at The King’s Head (2013-11 – 2014-06)
- Delivered high levels of customer service in a busy hospitality environment
- Entrusted with opening and closing procedures and cash handling
- Passed probation early in recognition of reliability and work ethic
Member Services Advisor at BUPA Health Insurance (2009-03 – 2013-02)
- Completed comprehensive 3-month training programme
- Selected for specialist team and project work involving claims investigation
- Managed inbound and outbound customer communications regarding policies and claims
- Coordinated claims documentation and case administration
- Acted as mentor for new team members
Education
A- Levels in English -B, Theology - B, Psychology- C. – St Pauls Catholic College
GCSE's in English Language/Literature - B/B, Maths - B, Science (double award) - B/B, Religious Studies - B, Food Technology - B, Health and Social Care - C, History - D. – St Pauls Catholic College
