Pension Administrator

A fantastic opportunity to join WTW, as a Pension Administrator. This is a challenging and rewarding role which will develop your mathematical and customer service skills whilst working collaboratively within a team to service members and our 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 pension benefits.

Full training is provided including new starter induction and further training thereafter. This is followed by a six-month learning development programme which is designed to train colleagues on pensions legislation and enhance our customer service skills.

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 more.

The Role

A Pension Administrator at WTW:

• Accurately processes cases for our members across a variety of schemes. This includes working on calculations (both automated and manual) and answering queries via telephone, letter and email.
• Consistently provide a high quality customer experience to clients/members by ensuring work is proactively managed within client 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.
• Develops knowledge and capability over a number of different case types by utilising knowledge management tools and procedural documentation as well as attending training and knowledge sharing sessions.
• Resolves member queries by 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.
• Continuously seeks to identify areas where the service to clients/members could be improved and communicated accordingly.
• Develops and prioritises personal development within the Pensions industry by developing and maintaining working knowledge of relevant Pensions Regulations and Legislation.

The Requirements

• Previous experience of working in a customer service environment, dealing with, and speaking directly to customers and clients including managing challenging or apprehensive customers.
• Ability to use excel spreadsheets and mathematical skills to complete pension calculations preferably
• 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.
• Previous experience in financial services would be an advantage.
• Ability to work to a high level of accuracy with excellent spoken and written communication skills to provide high quality written and verbal communications (both emails and letters).
• Ability to work self-sufficiently following procedural documentation.
• Ability to proactively manage time and work priorities to meet volume and accuracy targets.
• Desire to learn new things and start a career in the Pensions industry.
• Experience using Microsoft Word to produce automated and manual letters to members.

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.

(OGB2)