Pension Services Coordinator

4 weeks ago

Sheffield, Sheffield, United Kingdom Broadstone Full time

Position Overview

Objective

To deliver comprehensive pension administration services to clients, adhering to established protocols and control frameworks.

Primary Responsibilities

  • Assess and document incoming inquiries, ensuring timely and accurate recording in the workflow management system.
  • Facilitate the processing of team tasks through to completion, in line with established procedures, ensuring all work undergoes appropriate peer review and approval. Address inquiries using standard response templates. Calculate and finalize member benefit entitlements utilizing automated calculation systems where applicable. Maintain accurate scheme membership records within the administration systems. Ensure timely follow-up on tasks requiring third-party involvement.
  • Organize workloads to meet agreed service standards and targets. Evaluate workloads and collaborate with senior team members to establish priorities. Proactively escalate any concerns regarding the ability to meet service standards or targets.
  • Handle incoming telephone and email inquiries, ensuring proper verification checks are performed. Direct any dissatisfied callers or complaints to a senior team member.
  • Compile and prepare periodic or ad-hoc client reports as directed, ensuring that any non-contractual requests are documented and communicated.
  • Participate in scheme event activities or project preparations, collaborating with a designated senior team member to establish a delivery plan with review milestones to track progress.
  • Enhance technical knowledge for self and others. Attend internal technical briefings, seeking clarification on any unclear aspects or implications for clients, and support the implementation of necessary changes to practices or procedures. Develop a thorough understanding of client benefit structures through formal scheme documentation and maintain internal summaries and documentation. Provide training and support to fellow pensions administrators and trainees.
  • Comply with Broadstone's staff policies and procedures consistently.
  • Accurately record personal time to support client billing processes.
  • Undertake additional tasks as reasonably required.

Essential Skills & Competencies

  • Strong verbal and written communication skills.
  • Ability to present written work in a clear and organized manner.
  • Excellent analytical and numerical skills, capable of interpreting and evaluating data.
  • Ability to work independently while also being an effective team player.
  • Comfortable managing multiple tasks simultaneously.
  • Open to feedback and clarification of information received.
  • Demonstrates a commitment to personal development and a desire to progress. Eager to take on new tasks and expand skill sets while fostering self-sufficiency in core processes among peers.
  • Exhibits enthusiasm and maintains a positive attitude, being mindful of the impact of their behavior.
  • Recognizes personal training needs and proactively seeks guidance.
  • Builds strong working relationships within the team.
  • Shows initiative and confidence in identifying areas for improvement within team processes.
  • Aspires to deliver high-quality service and achieve personal and collective KPIs.
  • Capable of assessing personal workload capacity and prioritizing tasks effectively.

Required Qualifications

  • Educated to A Level standard or equivalent.
  • Previous experience in a similar role with a third-party administrator or within an in-house occupational pension scheme.

Recommended Qualifications

  • Pursuing or having completed professional qualifications such as the PMI's Certificate in Pensions Calculations and/or Advanced Diploma in Retirement Provision.

Compliance Obligations

  • Adhere to all relevant laws and regulations, as well as Broadstone's Policies and Procedures.
  • Maintain a high standard of ethical behavior, consistently doing the right thing.
  • Comply with all relevant professional standards.
  • Meet the FCA's requirements regarding the Senior Managers & Certification Regime, Treating Customers Fairly, and the new Consumer Duty.

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