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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong numerical skills and proficiency in Excel for calculating pension benefits, while effectively managing member queries with excellent communication and customer care. Maintains knowledge of pension regulations and collaborates with team members to enhance service delivery.
Highest-signal resume keywords
Pension Scheme AdministrationCustomer Service ExperienceNumerical SkillsExcel ProficiencyKnowledge of Pension Regulations
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Pension Benefit CalculationAutomated CalculationsManual CalculationsCase ProcessingService Level Agreement Management
Soft Skills
Empathetic Customer CareProactive Time ManagementEffective Communication
Tools & Technologies
Knowledge Management ToolsMicrosoft ExcelMicrosoft Word
Industry Keywords
Occupational Pension SchemesInsurance PoliciesMember QueriesService ImprovementsPension Regulations
About the role
Key responsibilities & impact- Administer occupational pension schemes and insurance policies
- Process new joiners, leavers, and retirees
- Calculate pension benefits using automated and manual calculations
- Process member cases across a variety of schemes
- Answer member queries by telephone, letter, and email
- Manage work proactively within client Service Level Agreements
- Achieve daily case-volume and Right First Time targets
- Develop knowledge across increasingly complex case types
- Use knowledge management tools and procedural documentation
- Resolve member queries with empathetic and supportive customer care
- Recognise and escalate potential problems and complaint cases
- Identify and communicate service improvements
- Develop and maintain working knowledge of relevant pension regulations and legislation
- Collaborate with team members to service members and clients
Requirements
What you’ll need- Excellent spoken and written English communication skills
- Ability to work self-sufficiently following procedural documentation
- Ability to proactively manage time and work priorities to meet volume and accuracy targets
- Previous customer service experience would be an advantage
- Proficient in Excel
- Strong numerical skills and capability to perform basic and complex calculations with training
- Previous experience working as part of a team and in a busy, fast-paced environment would be an advantage
- Desire to learn and start a career in the Pensions industry
- Experience using Microsoft Word to produce automated and manual letters to members
Benefits
Comp & perks- 25 days of annual leave plus an extra WTW day
- Private healthcare
- Life insurance
- Group income protection
- Regular health assessments
- Defined contribution pension scheme with matched contributions up to 10% from the company
- Hybrid working options
- Employee assistance programme
- Fully paid volunteer day
- Electric vehicle car scheme
- Share scheme
- Cycle-to-work programme
- Dental cover
- Optical cover
- Critical illness protection
- Flexible benefits package
- Opportunity for progression throughout your career at WTW
- Full training, including new starter induction and a six-month learning development programme