First Contact Team Administrator

About Aptia

Aptia is a new force in the employee benefits and pensions administration services, on a mission to change the world of administration for the better.

In an underserved market, with huge potential for growth, Aptia serves 1,100 clients in the US and UK markets and will be supported by shared services in India and Portugal - helping more than seven million people live healthier and happier lives.

And we are expanding. Aptia Group is not only fuelled by our investors’ backing but also by our commitment to foster the growth and success of our people. At Aptia, we’re investing heavily in learning and development, paving unique career paths for our colleagues.

Specialist. Responsive. Thoughtful. These aren’t just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term.

If you want to join a sector that never stands still, in a company culture that is agile and that will invest in your career development, we could have your perfect next role.

Job requirements

We have a new opportunity to join the Leatherhead portfolio team as our new First Contact Team Administrator.

You will be dealing with a variety of Defined Benefit calls, ranging from legislative queries, leaver regulations, retirements to bereavement calls.

You will also have the chance to build on your pensions administration experience within the role.

You will work on a hybrid basis from our Aptia Leatherhead office.

What you’ll be doing:

• Communicating with scheme members through a combination of inbound/outbound phone calls and through digital channels; ensuring all aspects of a member’s query are responded to in a timely manner, and fully resolved at the first point of contact where possible.

• Responding to a large variety of member enquiries regarding the products and services their pension scheme offers.

• Capturing the details from any member interactions, ensuring a positive member outcome by logging accurate call notes and submitting requests to the correct team without delay.

• Identifying vulnerable indicators and taking appropriate action to support the member on their journey, as well as escalating and expediting cases where required.

• Performing pensions administration calculations and process work as needed.

What we’re looking for:

• Prior customer service or client-facing experience (e.g. in a contact centre environment).

• Friendly and empathetic communication skills, adapting your communication style as needed to deliver a positive member experience.

• Good written communication skills and verbal comprehension abilities.

• Good IT skills (MS Office) and an aptitude to learn new systems.

• Someone who will contribute to a positive team environment and workplace culture.

• Ability to work under pressure and prioritise tasks effectively.

• Prior experience within pensions administration would be advantageous.

How to apply

If you are interested in this role, then we’d love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.

Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation.

If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.