Experienced Pensions Administrator

A fantastic opportunity for experienced Pensions Administrators to join WTW, as an Experienced Pension Administrator. This is a challenging and rewarding role drawing on the skills you have developed to date whilst working collaboratively within a team to service our individual members and 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 member benefits.

Full training will be provided including new starter induction and further training thereafter including a six-month learning development programme to develop your pensions knowledge and technical experience. Pension Administration qualifications are provided by the PMI (Pensions Management Institute) and WTW offer a package of study support.

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. Please speak to your recruiter to discuss this further.  

The Role

An experienced Pensions Administrator at WTW: 

• Accurately processes different case types across a variety of schemes. This includes working on calculations (automated, manual and excel proforma based) and answering member queries via telephone, letter, and email. 
• Consistently provides a high-quality customer experience to clients by ensuring work is proactively managed within 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. 
• Applies previous understanding and knowledge to different scheme rules and utilises previous experience and knowledge of various pension processes to resolve member queries to a high accuracy level and in a timely manner.
• Understands the relevant regulations and legislation and applies this to day-to-day work whilst continually developing knowledge and technical ability. 
• Utilises knowledge management tools and procedural documentation as well as attending training and knowledge sharing sessions to develop and work self-sufficiently. 
• Resolves member queries 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. 
• Works collaboratively across the team and towards the wider team goals of ensuring all Service Level Agreements both from an output and accuracy perspective are met each day and assists with complex or project work when required. 
• Continuously seeks to identify areas where the service to clients/members could be improved and communicated accordingly. 
• Coaches and mentors less experienced team members to help them grow and develop in their role.

The Requirements

• Experience of working within an administration team on either DB/DC/Hybrid pension schemes. 
• Experience of processing Retirements, Transfers, Death cases and answering general enquiries on a variety of schemes.
• 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. 
• 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. 
• An understanding of pension regulations and legislation and how to apply this to different schemes or scheme rules. 
• Previous experience of working in a customer service environment, dealing with, and speaking directly to customers and clients including managing challenging or apprehensive customers.
• Capable of creating a sense of calm and showing genuine empathy to make our members feel at ease. Having the ability to bring a kind, respectful attitude and excellent customer service skills to every verbal and written interaction. 
• 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.

Equal Opportunity Employer

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.