Pension Admin

KPI Management

• Communicate effectively with client/members via the emails/letters.
• Consistently provide a quality customer experience to clients/members.
• Continuously seek to identify areas where the service to clients/members could be improved and communicate to the Senior Administrator/Team Leader.
• Deal with queries and requests by the use of standard letters and reference to procedures.
• Recognise and escalate potential problem and potential complaint cases.
• Ensure complaints procedure is adhered to and that all complaints are immediately notified to Senior Administrator.
• Seek clarification where errors are made.
• Monitor own workflow to ensure service levels are achieved.
• Prioritise and manage own workload and maintain a rolling schedule of objectives.
• Accurately perform manual calculations.
• Know and live the firm’s values.

Operations Management/Operational Effectiveness

• Participate and contribute in team huddles.
• Proactively support key initiatives that have been delivered to implement change.
• To ensure any feedback (including breach/errors) found in the process is informed to the team Manager instantly.

Relationship management

• Assist the wider team in more complex / project work when required.
• Accountable for own development, identifying and raising any learning needs with Administration Co-ordinator.
• Understand your role within the team.
• Support colleagues for holiday cover and workload peaks.
• Update and maintain skills matrix.

Qualifications:

• Graduate

Skills:

• Able to work to a high level of accuracy.
• Able to work well under pressure and meet targets.
• Interpersonal skills to include good written and verbal communication.
• Customer and quality focussed.
• Computer literate.
• Pass at C or above for Maths and English at GCSE or equivalent.
• Experience in either DB or DC pensions administration is essential.

Knowledge/Experience:

1 to 3 years of experience in UK Pensions, worked on Leaver, Retirement, Transfers, Deaths transactions