Pension Administration

Principal Duties/Responsibilities

KPI Management
- Communicate effectively with client/members via the telephone, remembering each caller will

have a different level of understanding. Record each call as they occur.
- 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:

- 0 - 3 years