Pension Administrator

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

Job summary

Railpen Limited in Darlington is seeking a Pension Administrator on a 12-month fixed-term contract with hybrid working. You will handle member enquiries across seven service lines, update personal details and ensure accurate records while delivering clear, helpful information.

You’ll join our Member Services team in a busy contact-centre environment, learning quickly, adapting to varying enquiries and providing a positive experience for members.

Qualifications

• Experience in customer service, contact centre or telephone-based role.
• Able to handle different enquiries and service lines with confidence.
• Strong verbal communication and active listening skills.
• Clear, professional and compassionate information delivery.

Responsibilities

• Respond to incoming calls across seven service lines.
• Support members with general helpline and pension-related enquiries.
• Listen to understand member needs and provide accurate information.
• Update member details and maintain accurate records.
• Complete administrative tasks arising from enquiries.
• Move confidently between call types and tasks.
• Follow processes and escalate complex enquiries when needed.
• Collaborate with colleagues to manage demand and service levels.
• Provide a positive and reassuring experience for every member.

Skills

Customer service

Telephone-based support

Active listening

Communication skills

Adaptability

Attention to detail

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 page.

What you’ll be 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.

What we’re looking 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 escalate 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.

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.

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

To learn more about our benefits.

We encourage you to apply by 21st October 2026.

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. At Railpen we know that it’s the talent of our people that makes us good at what we do and enables us to continue to achieve our mission to pay members’ pensions securely, affordably and sustainably. The unique nature of Railpen offers our people a wide variety of interesting opportunities for innovation, thought leadership and personal development. We encourage people to challenge, explore unconventional ideas and give each other the space to learn from our mistakes. We take time to listen to each other’s ideas and understand what we each do, and what we need from each other to help us be at our best. Railpen is committed to creating an inclusive and diverse environment, we value diversity and welcome people from all backgrounds and walks of life.