Pension Administrator

Railpen; Tees Valley; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Railpen is seeking a Pension Administrator on a 12-month fixed-term contract in Darlington with hybrid working (2 days per week in the Darlington office, flexible). You will respond to calls across seven service lines, help members with pension enquiries, and update details, delivering clear and helpful information.

The role requires strong customer service background, excellent communication, adaptability, and attention to detail.

Qualifications

• Experience in a customer service, contact centre or telephone-based role.
• Strong verbal communication and active listening skills.
• Ability to explain information clearly, professionally and compassionately.

Responsibilities

• Responding to incoming calls across seven different service lines.
• Supporting members with general helpline and pension-related enquiries.
• Listening carefully to understand what each member needs.
• Answering questions clearly and providing accurate information.
• Updating member details and maintaining accurate records.
• Completing administrative tasks arising from member enquiries.
• Moving confidently between different call types and areas of work.
• Following agreed processes and escalating more complex enquiries when needed.
• Working collaboratively with colleagues to manage demand and maintain service levels.
• Helping to provide a positive and reassuring experience for every member who contacts us.

Skills

Customer service experience

Communication skills

Active listening

Attention to detail

Adaptability

Learning new systems

Job description

Pension Administrator

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.

About the role

We’re looking for a Pension Administrator to join our Member Services team on a 12-month fixed-term contract.

In this varied and member-focused role, you’ll respond to calls across seven different service lines, including our general helpline and pension enquiry lines. You’ll help members with a wide range of questions, update their personal details and make sure they receive clear, accurate and helpful information.

No two days will be the same, so you’ll need to be adaptable, comfortable moving between different types of enquiries and able to learn new information quickly. If you enjoy speaking to people, solving problems and providing excellent service in a busy environment, this could be a great opportunity for you.

To learn more about Railpen including our values, culture and purpose, visit our careers pagehere.

Whatyou’llbe doing

• Responding to incoming calls across seven different service lines.
• Supporting members with general helpline and pension-related enquiries.
• Listening carefully to understand what each member needs.
• Answering questions clearly and providing accurate information.
• Updating member details and maintaining accurate records.
• Completing administrative tasks arising from member enquiries.
• Moving confidently between different call types and areas of work.
• Following agreed processes and escalating more complex enquiries when needed.
• Working collaboratively with colleagues to manage demand and maintain service levels.
• Helping to provide a positive and reassuring experience for every member who contacts us.

Whatwe’relooking for

Essential

• Experience of working in a customer service, contact centre or telephone-based role.
• Confidence handling a range of incoming calls and responding to different types of enquiries.
• Strong verbal communication and active listening skills.
• The ability to explain information clearly, professionally and compassionately.
• An adaptable approach, with the ability to move between different service lines, tasks and priorities.
• Strong attention to detail when updating member information and recording conversations.
• The ability to learn new systems, processes and information quickly.
• A calm and organised approach when working in a busy, service-led environment.
• The confidence to ask for support or escalating more complex enquiries when needed.

Desirable

• Previous experience in pension administration or financial services.
• Experience of working across multiple telephone lines, queues or service areas.
• Experience of completing administrative tasks alongside telephone-based customer service.
• Experience within insurance, payroll, HR or another regulated environment.
• Experience of working to service levels, call quality standards or performance measures.
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Why is this role exciting now?

This is an opportunity to build strong, transferable experience within Member Services while learning more about pensions and the important role they play in our members’ lives.

You’ll develop your confidence across several different service areas rather than focusing on only one type of enquiry. You’ll also join a supportive team where you can build your knowledge, strengthen your customer service skills and make a meaningful contribution to the experience our members receive.

Whatyou’llget in return

• A competitive salary (depending on experience)
• 28 daysannual leave plus bank holidays(pro rata to the length of the contract)
• Defined Contribution Pension
• We support hybrid and flexible working
• To learn more about our benefits, click here

Inclusion at Railpen

At Railpen, diversity, equity and inclusion are core to who we are. We’recommitted to creating a workplace where everyone feels respected,supportedand 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,progressionand reward practices.We respect and support individuals’ pronouns and encourage colleagues to share them if they feel comfortableto doso.

We’reproud to be anequal opportunity employer. We welcome applicants from all backgrounds and do not discriminateon the basis ofage, 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.