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About the role
Key responsibilities & impact- Authorise, review and check complex and manual calculations for accuracy and compliance
- Support colleagues with technical queries and complex pension administration cases
- Manage escalations, complaints, high-priority cases and complex customer enquiries through to resolution
- Support Team Managers and Senior Pensions Technicians in meeting operational targets and service objectives
- Monitor quality standards and provide constructive feedback
- Coach, mentor and provide technical support to Trainee Pension Administrators and Pension Administrators
- Assist with training delivery and colleague development
- Participate in quality assurance activities
- Identify complaints, conduct root cause analysis and implement corrective actions
- Support workload planning and prioritisation to meet service standards and deadlines
- Identify process improvements and recommend efficiencies
- Ensure compliance with pension scheme rules, legislation, regulatory requirements and client procedures
- Work within KPIs, quality standards and service level requirements
- Promote knowledge sharing, collaboration and effective communication across the wider team
Requirements
What you’ll need- Proven pension administration experience, with strong knowledge of Defined Benefit (DB) pension schemes
- Experience reviewing and authorising pension calculations, including complex and non-standard cases
- Strong technical pensions knowledge and ability to apply scheme rules confidently and accurately
- Experience coaching, mentoring or supporting colleague development
- Excellent attention to detail, quality management and problem-solving skills
- Strong numeracy skills and confidence performing and validating manual calculations
- Experience handling escalated cases, complaints and complex customer queries
- Excellent written and verbal communication skills
- Strong organisational skills and ability to manage competing priorities and tight deadlines
- Collaborative approach and commitment to supporting colleagues and team success
- Good IT skills, including pension administration systems and Microsoft Office applications
- Security Check (SC) Clearance required as part of onboarding
- Typically must have lived continuously in the UK for the past five years to be eligible for SC Clearance
- Up-to-date CV required with application
Benefits
Comp & perks- 23 days' holiday (rising to 27) with the opportunity to buy additional days
- Discounted insurance policies
- Company matched pension
- Life assurance
- 15 weeks' fully paid maternity, adoption and shared parental leave
- Two weeks' paternity pay
- Discounts on retail, socialising, health and wellbeing, travel and technology
- Flexible start times between 7.30am and 10am, depending on business requirements
- Permanent employment opportunity