Pensions Customer Services Executive

Nfp, An Aon Company (europe); Worcester; On-site; GBP 24,000 - 30,000; Full time

Job summary

NFP, An Aon Company is seeking a Customer Services Executive to deliver high-quality pension administration for our clients in the UK & Ireland. You will assist with training, coordinate implementations with Consultants and Team Leaders, and maintain accurate client records across systems and processes.

The role emphasizes strong client relationships, SLAs, and collaboration with the Wealth Management team to support onboarding and new business.

Qualifications

• Experience in a Customer Services role.
• Knowledge of pensions administration desirable.
• Experience with Excel, MS Teams and Outlook required.
• CII qualifications desirable.

Responsibilities

• Manage day-to-day administration of clients' group pension schemes.
• Perform data validation to ensure accuracy.
• Conduct auto-enrolment assessments and Declarations of Compliance.

Skills

Customer service experience

Communication skills

Education

CII qualifications desirable

Tools

Excel

MS Teams

Outlook

Job description

To keep up with our growth in the UK and Ireland, we're looking for a dedicated Customer Services Executive to deliver the highest standards of Customer Service for pension administration to NFP clients following and updating administrative procedures and processes. To assist with training new and existing employees and work with Consultants and Team Leaders to coordinate implementations. Here at NFP (an Aon company), we pride ourselves on being a local business with a global reach. This isn't just corporate jargon, it highlights our commitment to building close, lasting personal relationships with our clients, while possessing the rare capability of solving their full range of business and people challenges around the world.

This role will entail:

• Managing the day-to-day administration of clients' group pension schemes.
• Completing comprehensive data validation exercises to ensure accuracy.
• Conducting auto-enrolment assessments, including Declarations of Compliance and Re-Declarations of Compliance.
• Demonstrating commercial awareness by ensuring Service Level Agreements and Additional Value Forms are used appropriately, while finding opportunities for additional services.
• Advancing client dissatisfaction to the Team Leader and Head of Customer Service where appropriate.
• Supporting the implementation and onboarding of new clients, as well as new business for existing clients, ensuring all work is completed efficiently and within agreed SLAs.
• Acting as the primary point of contact for allocated clients, building strong working relationships and ensuring comprehensive handovers during periods of annual leave.
• Working confidently across all systems, services, and processes within the Pension Team.
• Arranging and leading client conference calls and meetings where required.
• Booking client and employee appointments with Consultants and the Wealth Management team.
• Ensuring client microsites remain accurate and up to date, notifying Team Leaders and Consultants of any required changes.Producing and reconciling payroll deduction schedules within agreed Service Level Agreement (SLA) timeframes.
• Acting as a key liaison between pension providers, employers, employees, advisers, and The Pensions Regulator.
• Responding to employer and employee queries via telephone and written communication.
• Maintaining accurate client records and ensuring compliance with audit requirements.
• Processing leavers and lost clients in line with Standard Operating Procedures.
• Monitoring outstanding work, ensuring clients understand any outstanding requirements and the potential consequences of delays.
• Supporting the team's daily workload, including managing shared inbox enquiries.
• Keeping client files and records accurate, complete, and up to date.
• Ensuring all client activity and history, at both employer and employee level, is fully documented.
• Finding opportunities to contribute for clients and support business growth.
• Keeping up to date with industry developments, including legislative changes, market trends, competitors, and client requirements.
• Supporting the training and development of colleagues by providing guidance, demonstrations, coaching, and knowledge sharing when required.
• Arranging client calls to ensure processes are fully understood and implemented correctly.

We're looking for someone with

• Experience in a Customer Services role
• Knowledge and experience of Pensions Administration is desirable
• Experience with Excel, MS Teams and Outlook is necessary
• CII qualifications desirable

With over 1000 people in the UK and Ireland and over 8,000 employees worldwide, NFP are part of the Aon group and specialise in helping businesses in four core areas:

• Insurance (helping them manage key risks)
• Health and safety (supporting them to create a safer workplace for their employees)
• Employee benefits (helping them reward their people more effectively)
• HR, people and talent (supporting employers and their people to thrive through changes and challenges)

What you'll love about working here:

• Working in a dynamic, fast-paced organisation in an exciting industry
• The opportunity to do globally impactful work from day one
• Learning from industry and business line specialists with decades of experience
• A huge variety of projects to work on and challenges to solve
• Our People First culture, which illustrates our commitment to your wellbeing and development, not just as an employee but as a human being
• A rich suite of employee benefits and out-of-work perks

We're committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments at any stage of the application or interview process, please let our Talent Team know - we'll do our best to support you. Please email for more on this.