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interactive investor

Flat-fee UK investment platform with subscriptions

Senior Pension Administrator

Operations & LogisticsConfirmed live in the last 24 hours
Full-timeLeeds, UK£32.6k

About the Job

Requirements

  • Strong experience in a pension servicing or similar financial-services operations environment, including experience calculating lifetime allowances for pension-related processes.
  • Sound technical knowledge of pension administration, including relevant regulatory and HMRC requirements.
  • Experience handling complex customer or operational queries and escalating appropriately.
  • Strong written and verbal communication skills, with a customer-focused approach.
  • Experience managing mailboxes, workflow and competing priorities accurately.
  • Understanding of risk-event management, complaint timelines and escalation processes.
  • Awareness of CASS requirements and VC processes relevant to pension administration.
  • Strong attention to detail and ability to apply procedures and controls consistently.

Responsibilities

  • Deliver a high standard of customer service through clear, timely and professional communication.
  • Manage internal and external communications effectively, ensuring appropriate ownership and follow-up.
  • Resolve complex pension servicing queries within agreed timescales, escalating where appropriate.
  • Support the team with day-to-day queries, using technical knowledge to provide accurate guidance.
  • Categorise and manage relevant mailboxes accurately, ensuring work is routed, prioritised and progressed appropriately.
  • Manage daily workflow to support timely, accurate completion of pension servicing activity.
  • Manage and distribute third-party workflow fairly and effectively, maintaining visibility of outstanding work.
  • Support Team Manager oversight by identifying workflow risks, bottlenecks and emerging issues.
  • Identify, record and raise risk events within the agreed SLA, ensuring actions and escalation are managed appropriately.
  • Maintain strong awareness of CASS requirements, relevant regulatory obligations, HMRC rules and the VC process.
  • Review and manage procedure documentation, ensuring content remains accurate, clear and up to date.
  • Review complaint timelines and support complaint handling activity to ensure cases progress appropriately.
  • Process SAR requests accurately and in line with relevant procedures and timescales.
  • Complete TTFAC and contribution correction approvals accurately, applying appropriate technical judgement.
  • Manage escalations effectively, ensuring complex issues are owned, progressed and communicated clearly.
  • Identify team risks and recurring query themes, escalating these to the Team Manager as required.
  • Provide feedback support to colleagues, helping reinforce good practice and improve performance.
  • Support team huddles, including clear communication of process updates, risks and operational priorities.
  • Act as deputy for the Team Manager during absence, providing day-to-day leadership, workflow oversight and escalation support.
  • Carry out daily and month-end QC activity accurately, ensuring work is reviewed against agreed standards and benchmarks.
  • Maintain accurate and up-to-date QA records, ensuring all quality checking activity is logged and evidenced appropriately.
  • Conduct spot checks and quality reviews for new starters and underperformers, identifying themes and areas for improvement.
  • Review department benchmarks for team members and communicate findings clearly to the Team Manager.
  • Support the Team Manager with training requirements, contributing to the planning and delivery of training activity.
  • Assist with competency and training requirements across the team, ensuring colleagues are equipped to meet quality standards.
  • Support delivery of training sessions, providing accurate and engaging content in line with current procedures.
  • Facilitate post-training activity to embed learning and assess competency effectively.
  • Support new starters through QC implementation, helping them understand quality standards and expectations from the outset.
  • Contribute to and input into SFK and training materials, ensuring content remains accurate and current.
  • Provide clear, constructive and timely feedback to colleagues based on QC findings.
  • Support a culture of continuous improvement by sharing quality insights positively and professionally.

Desired Qualifications

  • Experience reviewing procedure documents or supporting process governance.
  • Experience processing SAR requests.
  • Experience completing TTFAC or contribution correction approvals.
  • Previous experience acting as deputy or providing informal leadership support.
  • CII (Chartered Insurance Institute) or PMI (Pensions Management Institute) pension qualification.
  • Expectation to take the PMI exam within 18 months if the qualification has not already been gained.

About the Company

interactive investor

Flat-fee UK investment platform with subscriptions

Interactive Investor is the United Kingdom’s largest flat-fee, direct-to-consumer investment platform, offering a fixed monthly subscription for self-directed investing with access to more than 40,000 investment options and accounts like ISAs and SIPPs. Customers trade and manage portfolios using tools such as market data, portfolio tracking, curated investment lists, and in-house research and news. It differentiates itself with a transparent flat-fee model that lowers costs for larger portfolios and a broad D2C suite built through a history of growth and acquisitions. The goal is to make investing more affordable and easier to understand for retail investors, providing practical resources to manage portfolios.

Company size
1,001-5,000
Company stage
Acquired
Total funding
$2.4M
Headquarters
Manchester, United Kingdom
Founded
1995

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