Our Third Party Administration (TPA) department is a dynamic administration team with a varied portfolio of clients. The team plays a key part in providing clients and members with a market-leading service across Defined Benefit (DB), Defined Contribution (DC) and CARE pension arrangements.
An exciting opportunity has arisen to join the department as a Pensions Administrator within the Client Services team in our Birmingham, Edinburgh or Glasgow office.
What will the role involve?
This role involves working as part of a dynamic administration team to deliver high-quality services to members and clients, both internally and externally, across DB, DC and CARE pension arrangements. Responsibilities include supporting members with a range of processes and queries, while also contributing to the development of less experienced colleagues.
Key responsibilities include:
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Maintaining and updating member records on the Universal Pensions Management system (UPM) and processing member events, including retirements, deaths, joiners, early leavers, transfers in/out and illustrative quotations.
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Completing all processes in a timely manner, ensuring high-quality outputs.
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Contributing to the delivery of a professional and friendly service, ensuring agreed scope, timescales and quality standards are met in line with service levels.
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Ensuring work is allocated and processed in accordance with guidelines, procedures and service quality standards.
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Identifying exceptions and errors and escalating these to the Team Leader to mitigate financial, reputational and regulatory risks.
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Following standard complaint procedures, ensuring all complaints and errors are reported promptly.
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Gathering and reporting client and member feedback, and supporting the implementation of service improvements.
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Ensuring mandatory Doer process requirements are carried out consistently and effectively.
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Ensuring work is appropriately chargeable, coded correctly, and that chargeability expectations (75%) are met.
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Acting as a point of reference for less experienced team members.
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Supporting annual and periodic scheme events, such as pension increases and renewals.
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Assisting with the maintenance of scheme cash books, bank statements and cashflow forecasts.
A more detailed list of responsibilities is available in the full role profile, which can be provided on request.
What’s required to succeed in this role?
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Proven experience in day-to-day pension administration, including DB, DC and CARE arrangements.
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Up-to-date knowledge of pension legislation, technical developments and industry best practice.
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Strong organisational skills with the ability to manage multiple tasks effectively.
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Clear and concise communication skills when engaging with clients and members.
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A collaborative approach, working with colleagues, clients and internal stakeholders.
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Experience using pensions administration systems (e.g. UPM or similar) and Microsoft Office applications.
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Experience in client care or customer service, including confident and professional telephone communication.
Ideally, candidates will have started studying towards a professional qualification such as Associate Membership of the Pensions Management Institute, or be interested in doing so. However, applications are also welcome from those with relevant UK pensions experience who can demonstrate a strong understanding of the market.
Applications are encouraged from individuals who may not meet all the listed criteria but demonstrate potential to develop the required skills with support. Additional knowledge or experience not listed but relevant to the role is also welcomed.
Please note that, as part of the recruitment process, candidates will be required to complete a pensions knowledge assessment.
What’s on offer?
In addition to a competitive salary and access to a profit share scheme, the following benefits are available:
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A flexible benefits package tailored to individual lifestyle and needs.
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A collaborative and supportive working environment where ideas are encouraged.
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On-site mental health and wellbeing support.
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Ongoing personal and professional development, including mentoring and access to the Aspire learning portal.
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Regular social activities, three days of paid volunteering leave annually, and a day’s leave to celebrate a birthday.
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Hybrid working, with the expectation of two in-office days per week.
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A flexible working window between 7am and 7pm.
Please note that applications are reviewed on a rolling basis, so early submission is encouraged.
We are committed to being open and transparent in recruitment and reward processes. This role does not currently meet the minimum salary threshold for Skilled Worker visa sponsorship in the UK.
If sponsorship is required, it is recommended to review eligibility for alternative routes or salary threshold discounts before applying. Individual circumstances can be discussed further where appropriate.
We work alongside employers, trustees and financial services institutions, offering independent pensions, investments, benefits and risk consulting services, as well as data and technology solutions.
That's the who and the what. More important is the 'why'. The work we do may not always seem the sexiest. But it's difficult, it's complex, and it's important. We help our clients, their employees, members and customers make decisions that have real and direct consequences on their financial futures.
For 100 years we've taken this responsibility seriously. Together, as a team and with our clients and partners, we're here to build better futures.
