Pensions Administrator in Ipswich

This job is with WTW, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. A fantastic opportunity to join WTW as a Pension Administrator. This is a challenging and rewarding role that will develop your mathematical and customer service skills while working collaboratively within a team to service members and our impressive portfolio of clients.

Day‑to‑day responsibilities include the administration of occupational pension schemes and insurance policies such as processing new joiners, leavers, retirees and calculating pension benefits. Full training is provided, including new starter induction and further training thereafter. This is followed by a six‑month learning development programme designed to train colleagues on pensions legislation and enhance our customer service skills.

We provide a fun and engaging role working with some of the best people in our industry. We reward your efforts with a thriving work environment, opportunities for career progression, and a comprehensive benefits package that includes a company pension scheme, life insurance, private medical insurance, eye‑care vouchers, a bonus scheme and flexible benefits such as critical illness cover, dental cover and many other options.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a “hybrid” style, with a mix of remote and in‑office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one‑size‑fits‑all solution. We understand flexibility is key to supporting an inclusive and diverse workforce and encourage requests for all types of flexible working as well as location‑based arrangements.

Our administrators are trained in various case types and pension schemes and are expected to progress from basic to more complex case types within the first 6–12 months of employment.

The Role

• Accurately process cases for members across a variety of schemes, including calculations (both automated and manual) and responding to queries via telephone, letter and e‑mail.
• Consistently provide a high‑quality customer experience to clients/members by ensuring work is proactively managed within client Service Level Agreements and that volume and quality targets are met.
• Develop knowledge and capability over a number of different case types by utilising knowledge‑management tools, procedural documentation and attending training and knowledge‑sharing sessions.
• Resolve member queries by providing excellent member and client care in an empathic and supportive manner.
• Recognise and escalate potential problems and/or complaint cases to the correct colleagues for quick resolution.
• Continuously seek to identify areas where service to clients/members could be improved and communicate accordingly.
• Develop and prioritise personal development within the pensions industry by maintaining working knowledge of relevant pensions regulations and legislation.

Qualifications

• Previous experience in financial services or a customer‑service environment, dealing with and speaking directly to customers and clients, including managing challenging or apprehensive customers.
• Experience supporting Defined Benefit (DB) and/or Defined Contribution (DC) pension schemes is desirable.
• Demonstrated ability to work to a high level of accuracy with excellent spoken and written communication skills, including e‑mail and letter correspondence to members and/or clients.
• Ability to use Excel spreadsheets and mathematical skills to complete pension calculations, either using automated forms or calculating manually.
• Understanding of pension regulations and legislation and the ability to apply this knowledge to different schemes or scheme rules.
• Ability to proactively manage time and work priorities to meet volume and accuracy targets.
• Ability to work self‑sufficiently following procedural documentation and utilise training and guidance provided.
• Previous experience working as part of a team in a busy, fast‑paced environment and providing coaching and knowledge sharing to other team members.

What We Offer

Enjoy a benefits package designed to help you thrive, both professionally and personally. You’ll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection and regular health assessments. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company. We support your growth and balance with hybrid working options, access to an employee assistance programme and a fully paid volunteer day to make a difference in your community. Additional perks include an electric‑vehicle car scheme, share scheme, cycle‑to‑work programme, dental and optical cover, critical illness protection, and many other benefits.

Equal Opportunity Employer

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please e‑mail candidatehelpdesk@wtwco.com.