Pensions Administrator – Member Records and Requests in Hawick

1. Job Summary

The Elite Job is seeking a detail-oriented, organised, and customer-focused Pensions Administrator – Member Records and Requests to support the accurate administration of pension scheme records and the efficient handling of member enquiries and requests. This role is ideal for individuals who enjoy administrative work, maintaining confidential information, resolving queries, and delivering reliable customer service.

The successful candidate will be responsible for updating pension member records, processing routine administrative requests, responding to enquiries, maintaining accurate documentation, and ensuring that all tasks are completed in accordance with established procedures and applicable data protection requirements.

As part of the pension administration team, you will work closely with colleagues, internal departments, and relevant external stakeholders to ensure that member information remains accurate, complete, and up to date. You will help pension scheme members access the information they need while ensuring that requests are handled professionally, efficiently, and confidentially.

This position offers an opportunity to develop valuable skills in pension administration, financial services support, records management, and customer relationship management. Candidates with strong organisational skills and a willingness to learn are encouraged to apply.

2. Key Responsibilities

Pension Member Records Management

• Create, update, review, and maintain pension member records in accordance with internal procedures.
• Verify member information, including names, contact details, membership references, and other relevant administrative data.
• Ensure that information entered into pension administration systems is accurate, consistent, and complete.
• Identify discrepancies, missing information, or duplicate records and take appropriate action to resolve them.
• Maintain electronic and physical records in an organised, secure, and easily accessible manner.
• Support periodic record reviews, data quality checks, and administrative audits.

Member Requests and Enquiries

• Receive, review, and process routine requests from pension scheme members.
• Respond to enquiries relating to member records, documentation, contact information, and general administrative procedures.
• Provide clear, professional, and courteous communication through approved channels, including email, telephone, and written correspondence.
• Explain administrative processes in simple language and direct complex pension questions to the appropriate specialist.
• Track outstanding requests and follow up when additional information or documentation is required.
• Ensure requests are handled within agreed service standards and escalates delays or unresolved issues when necessary.

Documentation and Correspondence

• Prepare and issue standard letters, forms, confirmations, and other approved correspondence.
• Review submitted documents for completeness and consistency before updating member records.
• Maintain accurate records of communications, requests, decisions, and completed actions.
• Organise incoming documents and ensure they are assigned to the correct records or departments.
• Assist with document scanning, indexing, filing, and secure digital recordkeeping.

Data Protection and Compliance

• Handle confidential pension and personal information responsibly.
• Follow company policies, access controls, data protection requirements, and information security procedures.
• Verify identity and authorisation in accordance with approved procedures before releasing protected information.
• Maintain a clear audit trail of record changes and member requests.
• Report suspected data errors, privacy incidents, and compliance concerns promptly to the appropriate supervisor.

Teamwork and Operational Support

• Collaborate with pension administrators, customer service colleagues, and other relevant departments.
• Support the team in managing workloads, meeting deadlines, and maintaining service quality.
• Assist with administrative reporting, request tracking, and routine performance monitoring.
• Identify opportunities to improve recordkeeping practices and streamline repetitive administrative tasks.
• Participate in training sessions and team meetings to remain informed about process updates.

3. Required Skills and Qualifications

• A high school qualification or equivalent is preferred; additional qualifications in business administration, finance, accounting, or office administration are advantageous.
• Strong written and verbal communication skills.
• Good attention to detail and the ability to maintain accurate records.
• Basic computer literacy and confidence using email, word processing, spreadsheets, and digital databases.
• Good organisational and time-management skills.
• The ability to manage multiple requests while maintaining accuracy and professionalism.
• A customer-focused attitude and a willingness to assist people with different needs.
• The ability to understand procedures, follow instructions, and work within established guidelines.
• Strong respect for confidentiality and responsible handling of personal information.
• A proactive approach to identifying errors, missing information, and outstanding tasks.
• The ability to work independently when appropriate and collaborate effectively within a team.
• Knowledge of pension schemes, financial services, or regulated administrative environments is an advantage but is not essential for every entry-level opportunity.

4. Experience

Previous experience in pension administration, financial services, customer support, data entry, records management, or general office administration would be beneficial.

Candidates with relevant experience may have worked in roles involving:

• Maintaining customer, employee, or membership databases.
• Processing forms, applications, and administrative requests.
• Handling confidential documents and personal information.
• Responding to customer enquiries and managing follow-up activities.
• Preparing correspondence and maintaining electronic filing systems.
• Checking data accuracy and resolving administrative discrepancies.

Freshers and entry-level applicants may also be considered where the position permits, particularly if they demonstrate strong computer skills, attention to detail, a willingness to learn, and a responsible approach to confidential information.

Training may be provided on internal systems, pension administration procedures, service standards, and relevant compliance requirements, depending on the role and employer arrangements.

5. Working Hours

• Full-time or part-time employment, depending on the vacancy.
• Standard office hours or scheduled shifts.
• Monday-to-Friday working patterns where applicable.
• Occasional additional hours during periods of increased workload, subject to agreed terms.
• Office-based or remote working arrangements only where expressly offered for the position.
• Candidates should confirm the actual working schedule, work location, employment type, and any remote-working eligibility during the recruitment process.

6. Knowledge, Skills and Abilities

Pension Administration Knowledge

A basic understanding of pension schemes, member records, pension documentation, and administrative processes is helpful. The ability to learn pension terminology and understand the importance of accurate member information is essential.

Data Management Skills

The candidate should be comfortable entering, checking, organising, and retrieving information from computer systems. Accuracy, consistency, and attention to detail are particularly important when handling personal and financial records.

Communication and Customer Service

The ability to listen carefully, understand member requests, provide clear information, and communicate politely is essential. Complex, sensitive, or specialist enquiries must be referred to appropriately authorised colleagues.

Confidentiality and Professionalism

The role requires discretion, integrity, and sound judgement. The successful candidate must follow privacy procedures, respect access restrictions, and avoid sharing information with unauthorised individuals.

Problem-Solving Ability

The candidate should be able to identify incomplete records, recognise inconsistencies, investigate routine administrative issues, and determine when escalation is necessary.

Organisation and Time Management

The ability to prioritise tasks, monitor outstanding requests, meet deadlines, and maintain orderly records will contribute to efficient team performance.

Digital Competence

Working knowledge of Microsoft Office applications, particularly Excel, Word, and Outlook, or equivalent office productivity tools, is beneficial. The ability to learn new databases, case-management systems, and pension administration platforms is also important.

Adaptability and Continuous Learning

The successful candidate should be open to feedback, willing to learn new processes, and able to adapt to changes in administrative systems, procedures, and service expectations.

7. Benefits

• Competitive salary based on the role, experience, and location.
• Structured onboarding and job-related training.
• Opportunities to develop skills in pension administration and financial services.
• Supportive team collaboration and guidance from experienced colleagues.
• Opportunities to progress into senior administration, pension operations, member services, or compliance support.
• Development of transferable skills in data management, customer service, and office administration.
• Access to employee benefits, paid leave, retirement benefits, or other employment provisions where offered by the hiring employer.
• Flexible or remote-working arrangements where available and expressly confirmed in the job offer.
• All benefits, salary details, and employment conditions will be subject to the actual vacancy and the employers policies.

8. Why Join The Elite Job?

Joining The Elite Job provides an opportunity to pursue a career in administration while developing practical skills that are valuable across financial services and other professional industries.

This role is suited to individuals who take pride in accurate work, enjoy helping people, and want to build confidence in a structured administrative environment. It offers the opportunity to contribute to the smooth management of pension member records and help ensure that requests are handled with care, accuracy, and professionalism.

• Career development: Build a foundation for further opportunities in pension operations, records management, and financial administration.
• Valuable professional skills: Develop practical experience in documentation, data accuracy, customer communication, and confidential information handling.
• Meaningful contribution: Help maintain reliable member records and support the delivery of an efficient pension administration service.
• Collaborative working: Work with colleagues to resolve administrative issues and maintain consistent service standards.
• Continuous learning: Strengthen your understanding of administrative systems, procedures, and compliance requirements.
• Opportunities for growth: Demonstrate your capabilities and pursue additional responsibilities as suitable positions become available.

The Elite Job encourages applicants who are dependable, motivated, organised, and committed to maintaining high standards of service and accuracy.

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