Pension Administrator

WTW; Leeds; Hybrid; GBP 21,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

Private healthcare

Life insurance

Company pension

Hybrid working

Job summary

WTW is offering an entry-level Pension Administrator role designed to develop you within the pensions industry. You will work across a range of pension schemes, handling calculations and member queries while receiving structured training and ongoing development.

The role emphasizes accurate processing, strong English communication, and the ability to work within a collaborative team. A hybrid working arrangement is available, with both in-office and remote work options and a broad benefits

Qualifications

• Excellent English communication, both written and spoken.
• Able to follow procedural documentation and work independently.
• Strong time management to meet volume and accuracy targets.
• Experience in customer service is advantageous.
• Proficient with Excel and basic arithmetic for calculations.

Responsibilities

• Accurately processes cases for members across pension schemes, including calculations and queries via phone, letter and email.
• Maintains high-quality customer experience by meeting service levels and Right First Time targets.
• Develops knowledge across different case types through training and documentation.
• Resolves member queries with empathic, client-focused assistance.
• Escalates issues to colleagues for quick resolution and communicates improvements.

Skills

English communication

Numerical skills

Excel

Customer service

Teamwork

Learning mindset

Tools

Microsoft Word

Excel

Job description

Description

A fantastic opportunity for an entry level candidate to join WTW, as a Pension Administrator, taking their first step in building a career within the Pensions Industry. This is a challenging and rewarding role which will develop your mathematical and customer service skills whilst working collaboratively within a team to service members and our impressive portfolio of clients.

Day to day responsibilities include the administration of occupational pension schemes and insurance policies such as processing new joiners, leavers, retirees as well as calculating pension benefits.

Full training is provided including new starter induction and further training thereafter. This is followed by a six-month learning development programme which is designed to train colleagues on pensions legislation and enhance our customer service skills.

We can offer you a fun and engaging role working with some of the best people in our industry. We will reward your efforts with a thriving work environment, opportunity for progression throughout your career at WTW, and a very comprehensive benefits package including company pension scheme, life insurance, private medical insurance, eye care vouchers, a generous bonus scheme and flexible benefits including critical illness cover, dental cover, and many other options.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a “hybrid” style, with a mix of remote and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.

The Role:

Our administrators are trained in various case types and pension schemes and are expected to progress from basic to more complex case types within the first 6-12 months of their employment.

A Pension Administrator at WTW:

• Accurately processes cases for our members across a variety of schemes. This includes working on calculations (both automated and manual) and answering queries via telephone, letter and email.
• Consistently provide a high-quality customer experience to clients/members by ensuring work is proactively managed within client Service Level Agreements. This includes ensuring output and target number of cases per day is achieved and work is completed within “Right First Time” targets.
• Develops knowledge and capability over a number of different case types by utilising knowledge management tools and procedural documentation as well as attending training and knowledge sharing sessions.
• Resolves member queries by providing excellent member and client care in an empathic and supportive manner.
• Recognises and escalates potential problems and/or complaint cases to the correct colleagues for quick resolution.
• Continuously seeks to identify areas where the service to clients/members could be improved and communicated accordingly.
• Develops and prioritises personal development within the Pensions industry by developing and maintaining working knowledge ofrelevant Pensions Regulations and Legislation.

Qualifications

What you’ll bring:

• Ability to work to with excellent English spoken and written communication skills to provide high quality communications (both emails and letters).
• Ability to work self-sufficiently following procedural documentation.
• Ability to proactively manage time and work priorities to meet volume and accuracy targets.
• Previous experience of working in a customer service environment, dealing and speaking directly with customers and clients including managing challenging or apprehensive customers would be an advantage.
• Proficient in Excel, with strong numerical skills and the capability to perform both 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 new things and start a career in the Pensions industry.
• Experience using Microsoft Word to produce automated and manual letters to members.

What we offer

Enjoy a benefits package designed to help you thrive, both professionally and personally. You’ll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.

We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

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 [e-mail]

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