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Pension Administrator

To deliver the highest standards of Customer Service for pension administration to a number of complex clients administered directly in inform + equip. Providing support to assist clients managed in the SAEs portal with processing during busy periods, in both cases following administrative procedures and processes. You will act as a main point of contact for your allocated clients therefore must understand the client processes and needs. As a Level 4-5 Pension Administrator you will also assist with training new and existing employees, providing holiday buddy cover, working with Consultants and Senior Team members to oversee implementations, remedial and audit work.

 

Main tasks:

  • To efficiently process all duties expected of a Pension Administrator
  • Responsibility for the administration of clients’ group pensions:
  • Comprehensive data validation exercises
  • Completing auto-enrolment assessments including Declaration of Compliance & Re- Declaration of Compliance
  • Producing and reconciling payroll deduction schedules within agreed Service Level turnaround timeframes
  • Liaising between pension provider, The Pensions Regulator and employer/employee and client advisers
  • Answering employer/employee queries via telephone or written
  • Maintaining records and complying with regular audits
  • Processing lost clients within the Standard Operating Procedure
  • Oversee outstanding work ensuring clients are aware and understand requirements / consequences
  • Support the day-to-day workloads of the team including inbox enquires
  • Ensure that client files are kept accurate and up to date
  • Ensure that all client history (at both employer and employee level) is fully documented
  • Proactively identifying added value opportunities
  • Keep updated of developments and remain current with the industry, specifically changes; in legislation, competitors and clients
  • Support the People Coordinator and Maes Team Specialist in the training and development of peers by monitoring the utilisation of SAES, Service Manager and other systems and processes. Provide information, demonstrations and general support and coaching when requested
  • To arrange calls with clients to ensure their process understanding matches that required
  • Prioritising and managing workload that is allocated and from own accord including raising hands during quiet periods with it in mind to take on additional tasks
  • Identifying and addressing errors within client processes, highlighting to management accordingly
  • To oversee remedial work to ensure an accurate outcome in a timely manner for existing clients and audit projects:
  • Demonstrate commercial awareness ensuring the team are using Service Level Agreements and Additional Value Forms suitably and highlighting opportunities for additional sales.
  • Report client dissatisfaction to Head of Customer Service accordingly
  • Support the department in the implementation of new MAES clients and new business for existing clients ensuring these are run efficiently in the relevant service type. Where a client service may move to Bespoke, ensure a smooth transition takes place
  • Gain a basic understanding of Bespoke processes and i+e system
  • Where possible help support Bespoke client work during busy periods
  • Where required, act as a primary point of contact for clients administered using the SAES portal, to establish and maintain positive working relationships, ensuring handovers are provided to peers for holiday cover.
  • Ensure service delivery and client satisfaction is maintained for clients where you are primary contact
  • To oversee and retain a bank of complex clients with bespoke processing needs, undertaking all duties expected of a level 4-5 Pension Administrator
  • Where possible help support SAES administered client work
  • Support the People Coordinator in the training and development of peers by monitoring the utilisation of inform+equip, and other systems and processes. Provide information, demonstrations and general support and coaching when requested
  • Support the department in the implementation of new clients, simple and complex, and new business for existing clients ensuring these are run efficiently in line with their SLA
  • To arrange and conduct conference calls and meetings with clients as required
  • To book client/employee calls with Consultants / Wealth Management Team as required
  • Ensure client microsites are up to date and accurate, making the pension technical specialist aware of any changes.
  • Prioritising and managing workload that is allocated and from own accord including raising hands during quiet periods with it in mind to take on additional tasks
  • To assist with providing holiday / buddy cover ensuring the teams weekly, monthly and annual deadlines are met

 

Qualifications / Skills:

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

 

Person specification:

      • Focused on continuous improvement and developing standards
      • Well organised and detail oriented individual
      • Excellent interpersonal and business communication skills
      • One team company mindset with client always at the center of the process
      • Willingness to support the wider business with client delivery
      • Leads by example with a can do attitude

 

NFP and You... Better. Together.

NFP is an inclusive Equal Employment Opportunity employer.

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