Are you an experienced Pensions Administrator looking for a fresh challenge?
In this role you will play a key role in supporting clients and scheme members on complaints and complex queries, as well as using your expertise to peer review, coach and assist with the organisation of work for more junior team members.
The position focuses on handling complex pension complaints, investigating the root causes, and implementing solutions to prevent recurrence. It requires a strong understanding of pensions legislation and a commitment to providing exceptional customer service.
You will be working on a hybrid basis from our offices in UK.
What you’ll be doing:
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Communicating with clients and scheme members on complaints and complex queries when required via letter, email and telephone.
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Gain a thorough understanding of the scheme details administered in the team to ensure accurate responses to clients and scheme members.
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Ensure timely and appropriate responses to complaints within regulatory guidelines and service level agreements.
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Maintain accurate records of all complaints, including details of the investigation, resolution and dates of communication.
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Conduct thorough root cause investigations into each complaint, gathering all the necessary information and documentation.
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Identify trends in the complaints received and use this data to drive improvement within the administration team.
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Work with clients and appropriate external authorities as necessary where complaints are escalated.
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Contribute to the development and delivery of training for staff.
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Keep abreast of technical developments, procedural and legislative changes, able to discuss and act upon the implications.
What we’re looking for
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Experience liaising with clients and trustees.
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Ability to perform complex pension calculations, and the ability to peer review other calculations to a high standard of accuracy
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Experience of complaints handling
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Strong Defined Benefit (DB) scheme knowledge, scheme types and governing legislation issues.
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In-depth knowledge of UK pensions legislation.
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Good communication skills, both written and verbal.
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Strong analytical and problem-solving skills.
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Good organisational skills
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Able to analyse and improve processes.
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Relevant professional qualification (e.g. PMI) – desirable.
