Pensions Administrator

6 days ago

Crawley, West Sussex, United Kingdom Equiniti Full time
About the Role

We are seeking a highly skilled and experienced Pensions Administrator to join our team at Equiniti. As a key member of our pension services team, you will be responsible for providing exceptional customer service and administrative support to our clients.

Key Responsibilities
  • Provide administrative support to clients, including processing pension documentation and resolving customer queries.
  • Maintain accurate and up-to-date records, ensuring the integrity of customer data.
  • Process a wide range of routine and non-routine documentation within defined procedures.
  • Resolve customer enquiries, both oral and written, based on a competent working knowledge of customer requirements and case history.
  • Draft non-standard correspondence in response to customer enquiries.
  • Input customer details and access customer information.
  • Collate and analyze data, producing routine reports, schedules, and summaries to update customer records and resolve customer queries.
  • Provide technical guidance to other team members.
  • Identify and implement process improvements in the immediate area of work responsibility to improve throughput and customer service.
  • Provide on-the-job coaching to department colleagues.
  • Carry out projects and ad-hoc activities as determined by the Team Leader.
Requirements
  • Pensions experience is required, ideally in Defined Benefit schemes.
  • Excellent attention to detail and ability to follow defined processes and procedures.
  • Superior communication skills.
  • Strong desire to deliver exceptional customer service.
  • Proven track record of quality, timely delivery.
  • Excellent ability to develop positive and productive working relationships.
  • Good IT skills and a willingness and aptitude to learn a variety of systems.
  • Previous experience working in financial services is desirable.
Core Values and Behaviours
  • Trust: Acts with integrity and high personal standards in dealings with others.
  • Treats others with respect, openness, honesty, and fairness (empathy).
  • Accepts responsibility rather than apportioning blame.
  • Creates the right blend of support and challenge - for self and others.
  • Maintains the organization's reputation for high standards of business conduct.
  • Client Focus: Adds value and builds true partnerships.
  • Effectively manages expectations to achieve a positive outcome.
  • Takes personal responsibility for the performance of the client relationships.
  • Makes a strong positive impact and professional impression.
  • Builds effective networks (internally and externally).
  • Manages, maintains, and promotes each relationship to deliver added value solutions and maximize growth potential.
  • Probes facts and opinions to determine underlying needs and expectations to find out what clients/customers really need today and identify future requirements.
  • Motivate others to meet and exceed customer service standards by creating the right working environment and relationships.
  • Belief: Champions collaboration across the business for the benefit of clients and customers.
  • Maintains their motivation and commitment, despite changes in direction.
  • Consistently demonstrates the Equiniti Group Values, even under pressure.
  • People: Acts as a role model to others.
  • Positive, enthusiastic, and supportive of others.
  • Promotes teamwork and works effectively with others to achieve own and wider business goals.
  • Leads in sharing good practice, knowledge, and experience with others.
  • Embraces challenges and responds quickly and positively to change.
  • Is receptive, flexible, and resilient.
  • Adopts personal style to suit the situation and needs of others.
  • Excellence: Passionate about delivering service excellence and putting the client/customer first.
  • Works hard to get it right first time and keep promises and commitments to others.
  • Pro-actively takes actions and works with others to enhance our performance and reputation.
  • Takes ownership for problems and finds solutions.
  • Constantly searches for opportunities to add value and reduce costs for the business and clients.
  • Continuously learns and improves from experience and shares this with others.
  • Involves and leverages knowledge of others in decision making and problem solving.
  • Makes decisions by evaluating options and uses commercial and market awareness to make appropriate recommendations.
  • Effective use of own time and commits to realistic deadlines.

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