Level 3 Pensions Administration Apprenticeship Programme, Leeds

WTW; Leeds; Hybrid; GBP 12,000 - 16,000; Full time

Benefits offered by this job

Hybrid working

Job summary

WTW in Leeds is offering a two-year apprenticeship within the Benefits Delivery & Outsourcing GB team. You will be the first point of contact for clients and pension scheme members, learning to provide a calm, empathetic customer experience while handling queries.

The programme combines coursework and exams with six hours per week study time, supported by a tutor. You’ll work four days a week in the office, with hybrid working to help you grow and contribute from day one.

Qualifications

• GCSE Maths and English at grade C or above.
• Strong focus on quality and customer service.
• Able to work accurately when busy.
• Natural communicator and team player.
• Eager to learn and grow your experience.
• Computer literate and comfortable with technology.

Responsibilities

• Be the first point of contact for clients and pension scheme members.
• Provide a calm, empathetic and professional customer experience.
• Resolve queries independently and escalate complex issues.
• Follow the complaints procedure and notify Senior Administrators of complaints.
• Participate in regular training to broaden knowledge and skills.
• Build relationships with clients and develop knowledge of their pension schemes.

Skills

Communication

Customer service

Team player

Numeracy

Computer literate

Education

GCSE Maths & English (minimum grade C)

Tools

MS Office

Job description

With 49,000 colleagues in over 140 countries, we help organisations make forward-thinking choices about their people, their investments and the risks they face. Joining our global Benefits Delivery & Outsourcing GB team, you’ll be part of our impact right from the start.

Benefits Delivery & Outsourcing GB provides pension administration services to occupational business funds around the world. This team embraces technology to help clients, and their employees worldwide understand and access their pensions. Wherever they are, whatever question they have about their pension, you’ll be there to help.

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

Responsibilities

You’ll be the first person our clients and their people speak to when they have a question about their occupational pension scheme. Working with and learning from our experienced team, you’ll:

• Communicate with and support a wide range of clients and pension scheme members
• Provide a calm, empathetic and professional customer experience to our scheme members
• Handle and resolve queries yourself, while passing more complex issues onto other parts of your team
• Follow our complaints procedure and make sure that the Senior Administrators are notified immediately of any complaints
• Take part in regular training to broaden your knowledge and build your skills
• Build relationships with clients and develop your knowledge of their pension schemes
• Spot and highlight areas where our services could be improved

Requirements

Everyone in the team will be there to help you learn and grow throughout your two years on the apprenticeship, particularly while you work towards gaining the Award in Pensions Essentials qualification. To transform your tomorrow with WTW, you’ll need to be:

• Qualified at Grade 9-4/Grade C or above for Maths and English Language at GCSE or equivalent
• Focused on quality and customer service
• Able to work accurately when things get busy
• A natural communicator and team player
• Eager to learn and happy to grow your experience
• Computer literate

Over the course of 18-24 months, alongside the responsibilities of your role, you will also complete a programme of study which will be a combination of coursework and exams. Whilst WTW and the selected government approved training provider, will equip you with all of the materials required, six hours per week to focus on your studies, and the support of a tutor, you will need to ensure that you are meeting all key milestones set out at the beginning of your apprenticeship and achieving the standards required, both academically and in your role. Further information on the apprenticeship will be provided post offer; however, we encourage you to research the requirements of the apprenticeship standard [https://skillsengland.education.gov.uk/apprenticeships/st0187-v1-2] in advance of your interview.

Workstyles

We’re open to hybrid working for this role, which means blending working at home with at least four days in the office, collaborating with and learning from the people around you.

Closing Date: 11th December 2026

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email [e-mail]

We are committed to maintaining a fair and equitable process for all candidates – read our AI Guidance.