Senior Pensions Administrator

Equiniti; Crawley; On-site; GBP 26,000 - 33,000; Full time

Benefits offered by this job

Pension plan

Wellbeing programme

Life cover

Discount platform

Flex benefits

Holiday + leave

Volunteer days

Learning & development

Job summary

Equiniti Retirement Solutions in the United Kingdom is seeking a Pension Administrator to support day-to-day client queries and administer pension records with confidentiality and accuracy.

You will leverage your 3+ years of Defined Benefit pensions experience to ensure data integrity, calculate member benefits, handle correspondence, and contribute to continuous improvement within the Pensions Administration Team.

Qualifications

• Minimum of 3 years Defined Benefit Pensions knowledge.
• Excellent attention to detail and ability to follow procedures.
• Superior written and verbal communication with clients.
• Experience in handling confidential pension data.
• Ability to support continuous improvement and training.

Responsibilities

• Provide administration services and calculate member benefits per SLAs.
• Maintain up-to-date records and verify data integrity.
• Process routine and non-routine documents per procedures.
• Resolve customer enquiries based on case history.
• Draft non-standard correspondence for enquiries.
• Input customer details and access information.
• Produce routine client/admin reports.
• Identify process improvements to support CI.
• Oversee and check work of junior staff.
• Coach colleagues and identify training needs.
• Be a point of referral for complex queries.
• Assist Team Leader and deputise as required.
• Act as client contact when Team Manager unavailable.

Skills

Attention to detail

Excellent communication

Customer service

Quality delivery

Relationship building

IT systems literacy

Defined Benefit Pensions knowledge

Job description

Management Level H EQ Retirement Solutions is transforming the retirement and pensions markets with leading administration and technology solutions. With over 1200 employees globally, 189 years of knowledge and 11 million pension scheme members and policyholders, we are here to help people plan for a confident financial future by delivering innovative, reliable and customer-focused retirement services. Our teams are driven by a shared commitment to excellence, collaboration and making a real impact to the lives of our clients and customers.

Role Summary

This is a fantastic opportunity for a candidate with exceptional administration and service skills and experience. You will be working with clients on a day to day basis, assisting and supporting them with highly confidential and potentially complex queries regarding their pension administration. Equiniti is committed to promoting from within our business and for driven and ambitious candidates future roles may include team leadership or more strategic operations roles across our business sectors. Working as part of our Pensions Administration Team, the successful candidate will have a minimum of 3 years pension experience and will undertake a wide range of activities.

Department Information

Pension operations must deliver an excellent service across our diverse client base that is in line with strict client contractual and regulatory requirements, as well as protecting the commercial interests of Equiniti. Our Pensions Administration teams are responsible for keeping accurate and compliant pension records for our clients and pension scheme members. We hold records for about 20% of all pensions in the UK, and we need to make sure we get it right first time.

Core Duties/Responsibilities

• Provision of administration service including calculation of member benefits to customers as per Service Level Agreements
• Maintenance of up to date filing and records for department, checking the integrity of customer data
• Processing of a wide range of routine and non-routine documentation within defined procedures
• Resolving customer enquiries (oral and written) based on competent working knowledge of the customer requirements [and case history]
• Drafting of non-standard correspondence in response to customer enquiries
• Inputting customer details and accesses customer information
• Collating and analysing data in order to produce routine reports (client request/admin reports)
• Identifying process improvements in immediate area of work responsibility and in the wider Equiniti environment to support continuous improvement across the business.
• Overseeing and checking the work of less experienced Team members
• Coaching and supporting colleagues with technical guidance and identify team members training needs- and where necessary carry out training.
• Be a point of referral for complex/sensitive queries
• Work allocation within the team- dependant on Team Manager
• Carrying out projects/ ad-hoc activities as determined by Team Leader- This may include annual Pension Increase exercise/ Scheme Audit support/ Event Reporting
• Assisting the Team Leader by deputising as required to attend meetings, lead huddles and complete return to work meetings in Team Leader’s absence.
• Point of contact for any customer call-backs that the CEC are unable to deal with.
• Act as appoint of contact for the client/operations manager, if Team Manager is unavailable.

Skills, Capabilities and Attributes

• Excellent attention to detail and capable of following defined processes and procedures
• Superior communication skills: written and oral
• Strong desire to deliver exceptional customer service
• Proven track record of quality, timely delivery
• Excellent ability to develop positive and productive working relationships
• Good IT skills and a willingness and aptitude to learn a variety of systems
• A minimum of 3 years Defined Benefit Pensions Knowledge
• Able to work on own initiative
• Experience of working on and in part leading projects

What We Offer

• Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
• Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households.
• Life assurance cover at 4x salary with the ability to purchase enhance cover.
• Employee discounts – Discounts and cashback at your favourite high street stores through our EQ Wins Platform.
• Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
• Time Off – Typically 29 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
• Winning together – Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.
• Learning & Development – Investment in LinkedIn Learning for all colleagues.

Equal Opportunity Statement

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.

Equiniti is a global fintech that connects the future of capital, communications, and governance, building trust and confidence in every market we serve. With more than 5,000 employees supporting over 20 million shareholders and 15,000 organizations worldwide, our mission is to digitize and modernize every aspect of shareholder interaction. Equiniti is uniquely positioned as the only global technology partner serving both investor relations and public relations professionals, creating a powerful platform at the intersection of reputation, disclosure, and engagement.