Pensions Administrator

WTW; Redhill; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

25 days leave

Private healthcare

Life insurance

Pension scheme

Hybrid working

Volunteer day

EV car scheme

Share scheme

Cycle to work

Dental cover

Optical cover

Critical illness

Job summary

WTW is seeking an entry level Pension Administrator in the United Kingdom. You will join a team focused on administering occupational pension schemes and insurance policies, with full training and a six-month development programme to build pensions knowledge and customer service skills.

You will handle cases, assist members and clients, and contribute to a supportive, collaborative team environment while benefiting from a comprehensive benefits package and hybrid working arrangements.

Qualifications

• Excellent English spoken and written communication is required.
• Strong numerical skills and ability to perform calculations with training.
• Previous customer service experience is advantageous.
• Ability to work in a team within a fast-paced environment.
• Desire to learn and start a career in the pensions industry.
• Experience using Microsoft Word to produce letters to members.

Responsibilities

• Accurately processes cases for members across a variety of schemes, including calculations and answering queries by phone, letter, and email.
• Maintains high-quality customer service by proactively managing workload within service level agreements and right-first-time targets.
• Gains knowledge of different case types through training and knowledge-sharing sessions.
• Resolves member queries with empathic and supportive service.
• Escalates potential problems or complaints to colleagues for quick resolution.
• Identifies areas for service improvements and communicates them.

Skills

Excellent English

Numerical skills

Customer service experience

Teamwork

Attention to detail

Desire to start pensions career

Tools

Excel

Microsoft Word

Job 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.

• 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 of relevant 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 email [e-mail]