Do you enjoy helping customers, solving queries and making sure people receive a great service? We have a great opportunity to join our Pensions Helpdesk within our Pensions Administration Service.

As part of our experienced and dedicated Pensions Administration team, you’ll have a key role in supporting our client and providing a great experience for their Scheme Members. Your main focus will be responding to pension-related queries through the Helpdesk, using phone, live chat and email, working with colleagues across the service to make sure queries are resolved accurately and efficiently.

We’re looking for someone who is motivated to deliver great customer service and interested in developing their knowledge of pensions. You’ll be supported by Team Leaders and Managers from day one and encouraged to build your skills and knowledge, including support for professional qualifications if you choose to pursue them.

We offer hybrid working, typically up to two days per week in the office. Ideally, candidates will be based near our Newcastle office (Quorum Business Park), though we’re open to considering candidates with Pensions experience from other locations on a one-day-per-month office basis at this location.

We offer flexibility in how you work, while ensuring we’re there when our Scheme Members need us. The Pensions Helpdesk operates core service hours between 8am and 5.30pm, so you’ll need to be flexible with your working hours to support the service during this period.

What you will be doing:

• Responding to pension-related Helpdesk queries by phone, live chat and email, providing a helpful and accurate service to Scheme Members.
• Working with other teams to resolve queries promptly and escalating complex cases or complaints to a Senior Administrator or subject matter expert where appropriate.
• Producing and checking member benefit calculations using automated calculation routines.
• Preparing and checking standard explanatory letters and maintaining accurate pension administration records on Compendia.
• Managing pension contribution adjustments, including agreeing and administering recovery plans.
• Collating and analysing data and preparing reports for senior team members.

What you’ll bring:

• A strong customer focus and commitment to providing a great service.
• A high degree of accuracy and attention to detail.
• Good numerical skills.
• The ability to prioritise multiple tasks and meet deadlines.
• Strong organisational skills and the ability to work independently and as part of a team.

The ability to maintain confidentiality, exercise discretion and work in a flexible, honest and respectful way.

It would be great if you had:

• Knowledge of Police Pension Schemes, Civil Service Pension Schemes or other public sector defined benefit schemes.
• Payroll or pension administration experience.
• Experience of analysing and interpreting complex data.
• Strong Microsoft Excel and Word skills.

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you! We encourage and will support applications from neuro-divergent applicants.

Employment Type: Full-time -Permanent.

Location: Hybrid –Newcastle.

Security Clearance Level: NPPV2.

Internal Recruiter: Becky.

Salary: £26,298 per annum

Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, pension, and generous flexible benefits fund.

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improve performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about our company?

We’re a leading provider in the UK of re–imagined Business Support Services powered by next generation technology. We combine the full power of Sopra Steria’s Insight, Technology and Transformation capabilities to deliver positive, meaningful and long-lasting outcomes for our clients. We’re the partner of choice for organisations who are looking to tackle the most complex problems with new solutions.

We empower our clients by providing innovative solutions and commercial models that help them meet their business needs, drive operational efficiencies, and deliver impactful value creation.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida, the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.

If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.