Pension Admin

Location – Remote working mode

Contract – until 30 November 2026.

Key Responsibilities

• Provide a full Pensions administrative service ensuring accurate and timely processing of data and resolution of new and historic pension queries in line with deadlines and Service Level Agreements across a range of Pension Schemes.
• Ensure agreed standards, including expected behaviours are consistently met whilst maintaining good working relationships with both external and internal customers.
• Contribute to projects and activities to review administrative procedures and processes, applying and accepting change in the interests of efficiency.

Specific Responsibilities

• Support the on-boarding process for new customers, taking action to ensure employee pension records are updated with required payroll information to avoid any pensionable service gaps.
• Take ownership of pension scheme queries, liaising with colleagues as appropriate to ensure accurately and timely resolutions are provided to customers.
• Manage queries resulting from the monthly pension submissions to all scheme providers, liaising with colleagues as required to ensure these are responded to within the current period.
• Process requests for pension estimates as appropriate within agreed timescales ensuring the relevant call is updated within the customer relationship portal.
• Support with any TUPE transfers, ensuring quality assurance and completion of relevant documentation as required by the scheme provider.
• Support the annual pension scheme administrative processes as required.
• Manage and monitor own workload though the Customer Relationship Management System to ensure individual targets, response deadlines and Service Level Agreement time frames are consistently met.
• Raising concerns with the Senior Advisor as required. Develop good working relationships with internal and external customers through the updating of call logs via the Customer Relationship Management System, ensuring high quality customer service responses and expected behaviours are maintained.
• Actively keep up-to-date working knowledge of pension scheme changes/updates, in order to provide consistent advice and support.

Essential

• Evidence of numeracy and literacy qualifications.
• Experience of delivering excellent customer service.
• Experience of working to deadlines and managing competing priorities.
• ICT literacy, including proficiency in Microsoft Excel, Word, and Outlook.
• Strong numerical and literacy skills with excellent accuracy and attention to detail.
• Ability to interpret Pension Scheme rules.
• Excellent verbal and written communication skills.
• Effective team-working skills with the ability to collaborate and support colleagues.
• Ability to prioritise and organise workload effectively, remaining calm and adaptable in changing work situations.

Desirable

• Experience of Pension Scheme operations.
• Experience of transactional processing.
• Experience of delivering services against performance standards and KPIs.
• Experience of using a Client Relationship Management (CRM) system.
• Operational knowledge of pension schemes.

Core Competencies

• Customer Service: Committed to delivering the best possible experience for customers.
• Attention to Detail: Demonstrates a high level of accuracy and identifies errors effectively.
• Team Working: Collaborates with and respects colleagues to deliver a professional service.
• Communication: Listens actively and communicates information clearly and effectively.
• Commercial Awareness: Understands how individual activities contribute to wider business objectives and service delivery.
• Innovation & Continuous Improvement: Proactively identifies opportunities to improve processes and suggests changes.
• Results Focused: Demonstrates a proactive, can-do attitude, seeks efficiencies, manages time effectively, and supports colleagues to achieve team objectives.

Guidant, Carbon60, Lorien & SRG – The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.