Role: Pensions Administrator
Reports to: Pensions Team Manager
Primary purpose of the role: 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.
Key Responsibilities
- Work towards overall goals of the team in achieving excellent customer service in line with procedural and Service Level requirements.
- Embrace, demonstrate, and support the business to embed Capita Values.
- Adhere to Quality Management Systems and comply with regulations and policies from Capita and relevant regulatory bodies.
- Take ownership of personal and performance development undertaking all relevant training courses, including Mandatory e-learning, to improve and retain pensions and internal systems knowledge and capability.
- Identify and report risks, complaints and breaches immediately / within deadlines, to line management and/or the Operational Risk & Compliance 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.
- Understand, build, maintain and enhance stakeholder and/or client relationships.
- Share knowledge to support development of others.
Key Tasks
- Enhance the quality of customer outputs to deliver an excellent customer experience through effective coaching, providing constructive feedback and mentoring to ensure staff achieve their full potential.
- Support the team on complex casework, high value cases and complaints.
- Be available to answer member queries within the agreed SLA targets across mulitiple communication channels.
- Adapt to varying demands and workloads with a commitment to ensure tasks are completed to deadline whilst maintaining excellent levels of quality.
- Understand the importance and deliver against individual objectives and to contribute to the achievement of departmental objectives and business results.
- Work within set Key Performance Indicators and quality standards.
- Complete all tasks using current work procedures and best practice.
- Create and maintain consistent and accurate scheme records and events.
- Identify complaints at the earliest opportunity, take ownership of the problem, escalate where appropriate, and undertake Route Cause Analysis.
- Understand the importance of Continuous Improvement and be able to collate and interpret data to seek opportunities both inside and outside the team to improve the customer experience, challenging current processes.
- Participate in and promote good team communication and share knowledge and expertise with other team members.
