Pension Administrator

Railpen; Tees Valley; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid and flexible working

28 days leave + bank holidays

Defined Contribution Pension

Job summary

Railpen is hiring a Pension Administrator on a 12-month fixed-term contract (maternity cover) in Darlington with hybrid working 2 days a week in the office. You will support members transferring pension benefits, answer enquiries, and guide them through the process to completion.

The role emphasizes accurate record-keeping, clear communication, and exceptional service. Prior pensions experience is helpful but not essential if you have strong administration and customer service skills.

Qualifications

• Experience in administration, customer service or case-management.
• Excellent written and verbal communication with members by telephone.
• Ability to explain information clearly and compassionately.
• Strong attention to detail and accuracy.
• Good organisational skills and ability to manage several cases.
• Ability to follow processes, meet deadlines and escalate when needed.
• Collaborative approach delivering a high-quality member experience.
• Confidence with IT systems to maintain records and progress cases.

Responsibilities

• Support members transferring pension benefits into or out of the scheme.
• Respond to enquiries by telephone, email and written correspondence.
• Explain processes and requirements clearly for next steps.
• Manage a daily worklist and own transfer cases end to end.
• Update member records accurately.
• Review information needed to progress cases.
• Work within timescales and service standards.
• Keep members updated and identify escalation needs.
• Collaborate with colleagues to ensure a high-quality member experience.

Skills

Administration

Customer service

Case-management

Communication (verbal)

Attention to detail

Organisational skills

Process following

Collaboration

IT systems

Tools

CRM software

Microsoft Office

Job description

Darlington (hybrid working) 2 days per week in the Darlington office with flexibility depending on business needs and stakeholder engagement. .12 Months Fixed-Term Contract (Maternity Cover).

About The Role

We’re looking for a Pension Administrator to join our Transfers team on a 12-month fixed-term contract, providing maternity cover.

You’ll support members who are transferring their pension benefits into or out of the scheme, helping them understand what is happening and what information is needed at each stage. You’ll be an important point of contact throughout the process, providing a clear, helpful and compassionate service while ensuring each case is handled accurately and efficiently.

This is a great opportunity if you enjoy helping people, managing detailed administration and taking ownership of work from beginning to end. Previous pensions experience would be helpful, but it isn’t essential if you can bring strong customer service and administration skills.

What You’ll Be Doing

• Supporting members who are transferring pension benefits into or out of the scheme.
• Responding to member enquiries by telephone, email and written correspondence.
• Explaining processes and requirements clearly, helping members understand the next steps.
• Managing a daily worklist and taking ownership of transfer cases from beginning to end.
• Updating member records and ensuring information is recorded accurately.
• Requesting and reviewing the information needed to progress cases.
• Working within agreed timescales and service standards.
• Keeping members updated and identifying when a case needs further support or escalation.
• Working collaboratively with colleagues to provide a consistent, high-quality member experience.

Essential

What we’re looking for

• Experience of working in an administration, customer service or case-management environment.
• Strong written and verbal communication skills, with the confidence to speak to members by telephone.
• The ability to explain information and processes clearly and compassionately.
• Strong attention to detail and a commitment to providing accurate information.
• Good organisational skills, with the ability to manage several cases at different stages.
• The ability to follow processes, manage deadlines and know when to ask for support or escalation.
• A collaborative approach and a commitment to delivering a high-quality member experience.
• Confidence using IT systems to maintain accurate records and progress cases

Desirable

• Previous experience in pension administration, particularly pension transfers.
• Experience of managing customer or member cases from beginning to end.
• Experience within financial services, insurance, payroll, HR or another regulated environment.
• An understanding of data protection and the importance of handling personal information securely.
• Experience of working to service levels or agreed timescales.

Why is this role exciting now?

This is an opportunity to build valuable experience within pension administration while supporting members through an important part of their pension journey. You’ll develop your technical knowledge, strengthen your case management and customer service skills, and see the direct impact that accurate and compassionate support can have on our members. You’ll also join a supportive team where quality, collaboration and continuous improvement matter.

What You’ll Get In Return

• A competitive salary (depending on experience)
• 28 days annual leave plus bank holidays (pro rata to the length of the contract)
• Defined Contribution Pension
• We support hybrid and flexible working

Inclusion at Railpen

At Railpen, diversity, equity and inclusion are core to who we are. We’re committed to creating a workplace where everyone feels respected, supported and able to thrive. Our mission to secure a better future for our members is strengthened by the different perspectives and experiences our people bring.

We are transparent about our gender pay gap and are actively committed to addressing it through fair and inclusive recruitment, progression and reward practices.

We respect and support individuals’ pronouns and encourage colleagues to share them if they feel comfortable to do so.

We’re proud to be an equal opportunity employer. We welcome applicants from all backgrounds and do not discriminate on the basis of age, ethnicity, religion, sex, sexual orientation, gender identity, disability, neurodiversity, or any other protected characteristic. If you need adjustments during the recruitment process, just let us know.