Senior Operational Support Team Consultant (Pensions)

We’re recruiting for a Senior OST Consultant to join us. We are looking for someone to apply Defined Benefit Pension scheme expertise to maintain scheme data and to administer and update individual member records, handling all aspects of customer claims work in an efficient and effective manner to the satisfaction of our customers. To help support the area by providing expertise on complex benefit structures, manual calculations and being an SME on ongoing and new schemes to Client Services.

What you’ll be doing:

• To apply Defined Benefit Pension scheme expertise to maintain scheme data and to administer and update individual member records, handling all aspects of customer claims work in an efficient and effective manner to the satisfaction of our customers. To help support the area by providing expertise on complex benefit structures, manual calculations and being an SME on ongoing and new schemes to Client Services

• Take a leading role in the team and be responsible for calculating individual Defined Benefits quotations, from potentially any scheme; design & issue of non-standard communication ensuring they have sufficiently tailored information to enable them to understand what is being communicated, including any action they need to take, or when advice, or further support may be required

• Ensure effective Quality Checking are implemented to regularly review the outcomes being delivered to customers and any foreseeable harm is identified

• Act as an SME & technical expert for the team, which could include being utilised as the Society’s contact and expert on sensitive or priority schemes, act as the focal point for queries and having responsibility for interpreting and keeping up to date with current pensions legislation and HMRC practice

• Design and implement appropriate training regimes that give sufficient emphasis to the need for customers to understand that fair treatment and delivering good outcomes to them is central to our culture

• Manage the end to end onboarding process of new DB Pension schemes. This involves the scheme transitioning from the Operational Support Team to the Retirements Team

• Pension Qualification such as CII or PMI or demonstrable equivalent experience

• Understanding of the way benefits are structured and administered in Defined Benefit schemes

• Knowledge and experience of GDPR, money laundering, complaints, treating customers fairly

• Highly customer focused and understands the need to maintain and improve relationships with both internal and external customers

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes

• Generous pension contribution

• Life assurance

• Private medical insurance (permanent employees only)

• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday

• Competitive family leave

• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice

• There are the many discounts we offer – both for our own products and at a range of high street stores and online

• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart