At a Glance
- Tasks: Support members with pension queries and provide essential administrative assistance.
- Company: Join the Scottish Public Pensions Agency, making a difference for public service workers.
- Benefits: Enjoy flexible working, competitive pay, and a supportive team environment.
- Other info: Work in a modern office with great transport links and a focus on wellbeing.
- Why this job: Make a real impact on people's lives while developing your customer service skills.
- Qualifications: Good communication skills and experience in customer service are essential.
Help our members navigate their pension journey with confidence. The Scottish Public Pensions Agency (SPPA) administers pensions for Scottish Teachers, Police, Firefighters and National Health Service employees on behalf of the Scottish Government. We’re responsible for protecting the financial futures of over half a million people - that’s around 1 in 10 people in Scotland. If you’re looking for meaningful work, a supportive environment and a career with purpose, you’ll find it at the SPPA.
Our office is based in Tweedbank in the Scottish Borders, the train station is a short two-minute walk away and offers regular services to and from Edinburgh Waverley, making it a convenient and well-connected location for commuters. The surrounding area offers access to green space, walking routes and a strong sense of local community, supporting wellbeing both in and outside of work. Our modern office building is designed to support flexible and collaborative working, with spaces for teamwork, quiet focus and hybrid working. Colleagues benefit from a comfortable, welcoming environment that reflects our commitment to wellbeing and inclusion.
An opportunity has arisen for 3 x Fixed Term Appointment (FTA) Pensions Administrator Supports running to 31 October 2028. As a Pensions Administrator Support, you will work in a variety of roles across our Operational Delivery department. You will respond to member enquiries and provide administrative support to teams. This will include answering telephone calls and electronic or digital member contacts, distributing and indexing mail to the relevant teams, accurately updating members records and supporting specific teams daily by checking member details in advance of our pension calculation processes. This role therefore combines customer service, administration, data handling and operational support.
Are you passionate about making a difference? Are you a good communicator with experience in customer service? Do you have the confidence to advise and influence colleagues and stakeholders at all levels? If the answers to the above are yes, then this opportunity could be for you.
Why Join Us?
- Impact that matters: Your work directly supports those who keep Scotland running - teachers, healthcare professionals, emergency services.
- Professional growth: Develop your skills in customer service within a supportive team environment.
- Inclusive culture: Be part of a diverse, collaborative workplace committed to fairness and respect.
- Work-life balance: Enjoy flexible working options and excellent benefits as part of the Scottish Government.
Responsibilities
- Support our members by providing clear, accurate pension information through member portal, email and call enquiries - ensuring all queries are dealt with promptly, accurately and courteously. The majority of our communication is via telephone, so there will be an expectation to take phone calls.
- Handle data with care by collecting, analysing, maintaining and processing member information accurately and securely, ensuring all records comply with data protection regulations.
- Manage requests efficiently by prioritising queries from members and third parties, resolving issues promptly and in line with scheme rules, agreed procedures, and deadlines.
- Support your colleagues in line with our organisational priorities and needs, work as part of a flexible team to perform other tasks and provide support to Operational Delivery teams and individuals within SPPA as required.
- Provide administrative support to teams within Operational Delivery.
Please note: This role is being advertised across multiple teams within Operational Service Delivery. While the core responsibilities and person specification remain consistent, the specific duties, priorities, and areas of focus may vary slightly depending on the team to which the successful candidate is appointed.
A significant proportion of the role involves handling enquiries from pensions scheme members by telephone and email.
Success profile
Success profiles are specific to each job and they include the mix of behaviours, experience and technical criteria (if applicable) that candidates will be assessed on.
Technical / Professional Skills:
- Connections and communication - Awareness
You can find out more about the skills required, here: ODP Professional Skills Framework - Operational Delivery Profession.
Experience
- You must be confident using various computer applications including packages within the Microsoft Office suite, e.g. Word, Excel, Outlook etc.
Behaviours:
- Seeing the big picture - Level 1
- Working together - Level 1
- Managing a quality service - Level 1
Find out more about the behaviours here - Success Profiles.
How To Apply
Apply online, providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet the behaviours, experience and technical skills listed in the Success Profile above. Both the CV and the supporting statement provided will be assessed against the criteria for the role.
Stage one (CV & Supporting Statement review): An initial review will be conducted using the CV and Supporting Statement on the below Lead Criteria:
- Technical 1 - Connections and communication - Awareness
Candidates who pass the initial review will have their applications fully assessed against all remaining criteria in the Success Profile, including the behaviours detailed above.
Stage two (interview and assessment): If successful at application review, you will be invited for assessment, which will consist of an in-person interview and job simulation exercise at the SPPA office in Tweedbank, where we will test all criteria listed above.
Sifting will take place across w/c 14th September & w/c 21st September. Assessments are scheduled for w/c 5th October, however this may be subject to change.
Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.
Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.
Recruitment Principles
As a government organisation, we adhere to the Civil Service Commission Recruitment Principles and we investigate any complaints received in relation to recruitment cases.
Qualifications
About Us At the SPPA, we are committed to The Fair Work Framework. This means offering:
- Security and stability
- Flexible and hybrid working options
- Opportunities to learn and develop
- A respectful and inclusive working environment
At the SPPA we want our workforce to be representative of Scottish society and we strive to be a workplace where people are welcomed and valued for the contribution they make. We support flexible working and encourage applications from people from all backgrounds, including those starting their careers, changing careers, or returning to work. We are committed to removing any barriers to applying for our jobs and aim to offer support and make reasonable adjustments to allow full participation in the recruitment process.
Our staff are part of the UK Civil Service observing the Civil Service Code and working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland. We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.
As part of the UK Civil Service, we uphold the Civil Service Nationality Rules. You can also find out more about careers at the SPPA here - SPPA Careers | SPPA (pensions.gov.scot).
Working Pattern
Our standard hours are 35 hours per week. We offer a range of flexible and hybrid working options, with two days minimum working on site at SPPA. Successful candidates will be required to attend the office in person for their full contractual hours for the initial 12 weeks during their induction for training purposes. If you have any questions about this role, please contact Joanne Skilling at joanne.skilling@gov.scot.
Security Checks
Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions). You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide.
Sponsorship
Skilled Worker sponsorship is not available for this role. As a result, we are unable to appoint candidates who require Skilled Worker sponsorship now or in the future. Applicants must have an existing and ongoing right to work in the UK.
Equality Statement
We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.
Further Information: Find out more about our organisation, what we offer staff members and how to apply on our Careers Website. Read our Candidate Guide for further information on our recruitment and application processes. We will hold a reserve list for this post for 12 months.
Apply Before: Monday 14 September 2026 (23:59)
Pensions Administrator Support employer: Scottish Government
The Scottish Public Pensions Agency (SPPA) is an exceptional employer, dedicated to providing meaningful work that directly supports the vital services of teachers, healthcare professionals, and emergency responders in Scotland. Located in the picturesque Tweedbank, our modern office fosters a collaborative and inclusive culture, offering flexible working options and ample opportunities for professional growth. With a strong commitment to employee wellbeing and a supportive environment, SPPA is the ideal place for those looking to make a positive impact while enjoying a balanced work-life experience.
StudySmarter Expert Advice🤫
We think this is how you could land Pensions Administrator Support
✨Get Engaged in Local Politics
Dive into your local council meetings or community boards. These spaces are packed with people who are already in the public sector and might have insider tips on upcoming temporary roles. Plus, you can connect directly with key decision-makers.
✨Stay Alert for Seasonal Recruitment
Many public sector jobs ramp up during certain times of the year, especially around election seasons or local budget planning periods. Keep your eyes peeled for recruitment drives during these windows, as they're prime times for temporary positions.
✨Leverage Online Job Portals
Don’t forget to check government job boards or websites like the local council's site for temporary postings. This is where many roles first get advertised, and applying directly here can speed things up.
✨Tap Into Your University Resources
If you're at university, make the most of your career services to discover opportunities in the public sector. They often have connections with local government employers who are looking for temporary staff and can help you polish your approach.
We think you need these skills to ace Pensions Administrator Support
Some tips for your application 🫡
Emphasise your understanding of public policy:In your application, make sure to highlight any knowledge or experience you have related to public policy, governance or community engagement. Show us how you can contribute to the public sector’s mission, especially if you've worked on relevant projects or initiatives before!
Tailor your CV to the sector's expectations:When crafting your CV, focus on including experiences that showcase your ability to work within government structures or similar environments. Use clear, concise language and consider adding any volunteer work or internships that reflect your commitment to public service.
Show flexibility and willingness to learn:Since this is a temporary role, it’s crucial to convey your adaptability and eagerness to pick up new skills quickly. In your cover letter, let us know how you plan to make the most of this short-term experience and what you hope to learn from it.
Include relevant certificates and training:If you've completed any training or have certifications that are relevant to the role (like public administration, project management, or data analysis), don't forget to mention them. These can really make you stand out in the application process!
How to prepare for a job interview at Scottish Government
✨Demonstrate Your Commitment to Public Service
In the government and public sector, showing that you're genuinely passionate about serving the community is key. Get ready to share examples where you've contributed to social good or tackled community issues, as this will resonate with interviewers from Scottish Government.
✨Prepare for Policy and Regulatory Questions
Expect questions about policies, regulations, or recently implemented government initiatives. Brush up on the latest news relating to public sector developments—being informed will help you demonstrate that you're ready to hit the ground running, especially in a temporary role.
✨Flexibility is Your Best Friend
Since this is a temporary role, emphasise your ability to adapt quickly. Share examples where you've successfully taken on new challenges or adjusted to different team dynamics, that'll show Scottish Government that you’re reliable and can effectively support various projects without a long onboarding process.
✨Prepare to Showcase Teamwork Skills
In the public sector, collaboration is vital. Be ready to discuss past experiences working in teams, especially in diverse environments. Highlight how you've contributed positively to group settings—this could really set you apart from other candidates in this temporary role.
