Pensions Administrator

WTW; Redhill; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Company pension

Life insurance

Private medical insurance

Eye care vouchers

Bonus scheme

Hybrid working

Employee assistance programme

Volunteer day

Cycle-to-work

Group income protection

Dental cover

Critical illness cover

Job summary

WTW in the United Kingdom is seeking a Pension Administrator to join a collaborative team, handling pension schemes and insurance policies, and developing your mathematical and customer service skills.

You'll work through training and a six-month development programme, delivering high-quality service within SLAs while benefiting from a comprehensive package including pension, life and private medical insurance, hybrid working and a generous bonus scheme.

Qualifications

• Experience in Financial Services or customer service.
• Experience with DB/DC pension schemes desirable.
• Strong written and spoken communication for emails and letters.
• Ability to perform pension calculations using automated forms or manually.
• Understanding of pension regulations and legislation.
• Organised with ability to meet targets and prioritize work.
• Team player in a busy environment and willing to share knowledge.

Responsibilities

• Process cases for members across schemes, handling calculations and queries by phone, letter, and email.
• Maintain high-quality customer experience within client SLAs and Right First Time targets.
• Develop knowledge across different case types via documentation and training.
• Resolve member queries empathetically and escalate problems quickly.
• Identify service improvements and communicate findings.
• Support personal development by keeping up-to-date with pensions regulations.

Skills

Customer service

Pension administration

Pension schemes

Communication skills

Excel

Attention to detail

Tools

Excel

Job description

Description

A fantastic opportunity to join WTW, as a Pension Administrator. 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.

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.

The Role

• 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

• Previous experience of working in Financial Services or a customer service environment, dealing with, and speaking directly to customers and clients including managing challenging or apprehensive customers.
• Experience working within an administration team supporting Defined Benefit (DB) and/or Defined Contribution (DC) pension schemes is desirable.
• Demonstrated ability or experience in working to a high level of accuracy with excellent spoken and written communication skills to provide high quality written and verbal communications including email and letters to members and/or clients.
• Ability to use excel spreadsheets and mathematical skills to complete pension calculations either using automate forms or calculating manually.
• An understanding of pension regulations and legislation and how to apply this to different schemes or scheme rules.
• Ability to proactively manage time and work priorities to meet volume and accuracy targets.
• Ability to work self‑sufficiently following procedural documentation and utilise training and guidance provided previously.
• Previous experience working as part of a team and in a busy, fast-paced environment and providing coaching and knowledge sharing to other members of a team

What We Offer

• 25 days of annual leave plus an extra WTW day to relax and recharge.
• company pension scheme
• life insurance
• private medical insurance
• eye care vouchers
• generous bonus scheme
• critical illness cover
• dental cover
• many other options
• private healthcare
• group income protection
• regular health assessments
• defined contribution pension scheme
• matched contributions up to 10% from the company
• hybrid working options
• employee assistance programme
• fully paid volunteer day
• electric vehicle car scheme
• share scheme
• cycle-to-work programme
• dental and optical cover
• critical illness protection

Equal Opportunity Employer

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants.