Shape better services as a Pensions Administrator

To create better outcomes within a team in the provision of full lifecycle day to day administration services for all clients, scheme members and their dependants.

Job title:

Pension Administrator

Job Description:

Key Responsibilities

• Work towards overall goals of the team in achieving excellent customer service in line with procedural and Service Level requirements.
• Understand the importance and deliver against individual objectives and to contribute to the achievement of departmental objectives and business results.
• Understand, build, maintain and enhance customer relationships.
• Adhere to Quality Management Systems and comply with regulations and policies from Capita and relevant regulatory bodies.
• Identify and report risks and breaches immediately to line management and/or the Business Controls Department.
• Consider and review the effectiveness and efficiency of existing systems, processes and controls and make suggestions to continually enhance service delivery.
• Support and assist the management team where required in all aspects of service delivery.
• Support and share knowledge to support development of others

Key Tasks

• Be available to answer member queries within the agreed SLA targets across multiple communication channels.
• Have a flexible approach to work at all times and adaptable to varying demands and workloads with a commitment to ensure tasks are completed to deadline whilst maintaining excellent levels of quality.
• Take ownership of personal and performance development undertaking all relevant training courses to improve pensions and internal systems knowledge and capability.
• Complete all tasks using current work procedures and best practice.
• Create and maintain consistent and accurate scheme records and events.
• Participate in and promote good team communication and share knowledge and expertise with other team members.
• Work within set Key Performance Indicators and quality standards.
• Identify complaints at the earliest opportunity, take ownership of the problem, escalate where appropriate and undertake Route Cause Analysis.
• Challenge the activities inside and outside the team in order to improve the customer experience.
• Control and enhance the quality of customer outputs in order to deliver an excellent customer experience through coaching, training, action planning, and process improvement where required.
• Support the team on complex casework, high value cases and complaints.
• Understand the important of Continuous Improvement and able to collate and interpret data to seek opportunities.

Technical Competencies

Essential

• Accuracy, attention to detail and quality management ‘Get it right first time’.
• Can identify errors and suggest options to correct them.
• Can provide detail and evidence of minimal errors and re-work demonstrating an attitude of ‘get it right first time’ for all customer outputs.
• Can provide examples of good letters and e-mail communications and adherence to quality management.
• Can pre-empt future issues and understands associated risks.
• Can demonstrate data input skills, attention to detail.
• Member / Customer contact, strong call handling ability, strong written communication skills in a variety of communication channels
• Office 365 products

• Knowledge of DB and/or DC pension schemes, An understanding and able to explain: Pension member records, their set up and benefits, the relationships between members, trustees, schemes actuaries, funds and investments, what employer duties are, the regulatory bodies and their roles

About Capita Pensions Solutions

At Capita Pension Solutions (CPS), we create and implement resilient and responsible pension strategies to help your organisation and your people look forward to a more secure financial future. From pensions administration and consultancy, to the latest technology and engagement techniques, we help ensure sustainable investments which support your success. Join us and discover better ways to engage with and value today’s employees.

What’s in it for you?

• A competitive basic salary
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• You’ll also benefit from (e.g. discounted membership at the onsite gym / free parking / weekly lunch club etc.)

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. If you have any questions you’d like to ask before applying, you can contact nigel.cooper@capita.com

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.