Client Support - Operations Support

Salary Description:
Competitive + Benefits
Location Description:
Cheltenham, Birmingham and Bristol
Job Role:
Pensions Administrator, Pensions Consultant, Employee Benefits Consultant, Other
Employment Type:
Contract Type:
Application Deadline:
20th December 2021
Barnett Waddingham
Job Ref:

We are proud to be a leading independent UK consultancy at the forefront of risk, pensions, investment and insurance.

Within the Client Support team there are two main roles, one is Operations Support and the other is Consultancy Support.

  • The Operations Support role is vital to the ongoing compliance for all clients across various Barnett Waddingham business areas. A key aspect of the role is to ensure all internal databases and systems are controlled and continuously maintained while checking that all engagement documentation, fee agreements and terms of business are in date. You will also be responsible for setting up new clients and ensuring Anti Money Laundering requirements have been met, as well as getting involved in a variety of Operational projects.
  • The Consultancy Support role in the Employer Consulting team provides assistance to their Line Managers, Consultants and Client Relationship Managers (CRMs). Work requests carried out are in relation to defined contribution pension arrangements, health and protection policies and flexible benefit platforms – broadly all issues relating to Workplace Pensions and Benefits.).

Members in the Client Support Team can be asked to undertake tasks in relation to Consultancy Support, Operations Support or both, as required.

This is a full-time permanent position. The role location is our Cheltenham office, with optional hybrid home working available via our WorkSmart Framework however we may also consider Bristol or Birmingham.


Operations Support

  • Assisting the Line Manager, Consultants and CRMs with operational projects;
  • Drafting specifications of services, deadlines and remuneration with clients;
  • Drafting engagement documentation for clients and ensuring anti-money laundering is up to date;
  • Preparing invoices for issuing to clients;
  • Maintaining records in accordance with internal guidelines and procedures;
  • Keeping client files compliant;
  • Drafting Purchase Orders;
  • Preparing fee invoices;
  • Ensuring internal systems and tools are up to date and continuously maintained;
  • Any other reasonable task as advised from time-to-time;
  • Support, implement and maintain Information Security procedures and activities in accordance to Barnett Waddingham’s Information Security Policy.

Consultancy Support

  • Maintaining regular contact with clients by telephone, email and letter;
  • Attending client meetings if required;
  • Assisting the Line Manager, Consultants and CRMs in the preparation of reports and collating information for reports covering technical matters and advice;
  • Checking of work prepared by others in the team;
  • Member data analysis
  • Managing relationships between providers and clients
  • Checking Insurer’s accounts and issuing annual financial statements to clients
  • Analysing information and assisting in preparing recommendations of appropriate solutions for clients;
  • Administration relating to a wide and varying range of health and protection policies
  • Handling the administration and data which sits behind our client’s flexible benefits (via our 4me Wealth and Choices platform)
  • Drafting specifications of services, deadlines and remuneration with clients;
  • Delivering agreed services in accordance with agreed time schedules and budget with each allocated client;
  • Preparing invoices for issuing to clients, checking WIP;
  • Maintaining records in accordance with internal guidelines and procedures;
  • Liaising with providers of services and other professionals;
  • Keeping client files compliant;
  • Answering relevant calls that come in from various Employer Consulting helplines;
  • Keeping all Employer Consulting databases up to date;
  • Assist with the development and administration of 4me;
  • Any other reasonable task as advised from time-to-time;
  • Support, implement and maintain Information Security procedures and activities

Our clients are based throughout the UK; the Client Support role requires reasonable flexibility in working hours from time to time and occasional travel to other offices and client premises.

The above is intended to describe the general nature and responsibilities of the role and is not intended to be an exhaustive list of all duties or responsibilities of employees in this role


  • Familiarity with IT systems and MS Office is required, in particular Excel with some Word and PowerPoint skills 
  • It would be an advantage to have some relevant professional services or financial services background/experience however you will be encouraged and fully supported to qualify in further qualifications such as Financial Planning exams to Certificate or Diploma level 
  • Previous office administration, secretarial and/or customer service experience is desirable
  • Ideally you will have GSCE Maths and English or equivalent, or have relevant experience

Core & Flexible Benefits:

  • Competitive discretionary annual bonus
  • Core benefits paid for by BW including life assurance, group income protection, private medical cover and 25 days holiday per year with holiday trading
  • A generous pension scheme where we contribute 8% of your salary from day one of your employment
  • Employee Assistance Programme to support you and your family through any concerns or challenges you may experience
  • A comprehensive range of voluntary benefits

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