Client Relationship Manager Associate

At XPS, we don't just value the work you do - we value you. Your ambition, your ideas, your career goals and your life outside of work. Whether you're looking for your next challenge, greater flexibility, or a place where you can make a real impact, you'll find opportunities to thrive at XPS. We're built on collaboration, trust and expertise, giving our people the freedom to work their way, shape their path and be themselves. If you're looking for a career where you can grow, belong and make a difference, we'd love to hear from you.

About XPS Group: XPS Group is a prominent UK consultancy and administration firm within the pensions and insurance sectors. As a FTSE 250 company with over 2000 employees, we leverage expertise alongside advanced technology to serve over 1,400 pension schemes and their sponsors. Our goal is to foster a workplace where diverse talents thrive.

About the Role: We are seeking a CRM Associate to assist in providing an effective and efficient pensions administration service to XPS Administration clients, supporting Client Relationship Managers, the administration teams and actively contributing to the overall objectives of the Company. The Client Relationship Manager Associate will be responsible for helping to develop the overall relationship with the client from an administrative perspective and maintaining high levels of satisfaction with the service from both the client and members alike. The Client Relationship Manager Associate will play a key part in the overall success of the Company and will be required to assist in leading for administration in both joint service and administration only new business tenders and presentations.

Key Responsibilities:

• Ensuring the efficient and effective delivery of client work to agreed deadlines to comply with legislative and clients’ requirements.
• Assisting with day-to-day management of client relationships with scheme managers, their representatives, scheme members and clients.
• Preparing for and, where appropriate, participating in client/pension board meetings.
• Managing complex pensions queries and pensions consultative advice.
• Assisting with management of ad-hoc projects and exercises.
• Ensuring projects are fully monitored and completed in line with customer and legislation requirements.
• Monitoring on-going procedural developments and implementing changes to procedures where required.
• Contributing to technical sub-committees and technical administration discussions.
• Assisting in managing the administration billing process.
• Keeping abreast of technical and legislative developments within the pensions industry.
• Working closely with other departments / teams both internal and external to the client in order to provide a total service to our clients.
• Assisting in the management of new business tenders and presentations.
• Due to the changing nature of the business, you may from time to time be required to undertake other activities of a similar nature that fall within your capabilities.

Job Requirements:

• This role is likely to appeal to individuals with a minimum of 5 years’ experience working within the admin business of a third-party administrator.
• The role requires a combination of strong technical skills and experience of managing client relationships.
• You must be able to demonstrate a thorough knowledge of pension administration activities and the ability to apply this knowledge to any scheme.
• Experience of Defined Benefits (DB) and / or Defined Contribution (DC) schemes is required.
• You must be able to demonstrate a very wide knowledge of the various key areas of pensions legislation including pensions taxation, contracting out and preservation.
• Proven experience of handling complex member queries and calculations is essential.
• Previous presentational experience is required in order to assist in leading client meetings and new business presentations.
• Previous project management experience would be required to assist in leading pension administration project-based work.
• IT proficient, in particular Microsoft Word, Excel, Outlook & PowerPoint.
• A self-motivated approach; taking personal responsibility for personal and technical continuous professional development and being seen as a source of advice to others.
• The ability to proactively take ownership and responsibility for own workload.
• Enthusiastic, positive and flexible approach to work.
• Good interpersonal abilities, able to forge strong working relationships with colleagues and clients.
• Positive personal impact qualities such as leadership, influencing and motivating skills together with a consultative approach to the management of change.
• Meticulous attention to detail and tenacity to pursue issues to their conclusion.
• Confident communicator, able to communicate effectively, professionally and concisely in writing, face to face and/or over the telephone.
• An ability to work as part of a multi-disciplined team.
• Well-developed analytical and problem-solving skills.
• An ability to recognise the need for a customer focused approach to their service delivery both in terms of quality and exceeding customer expectations.
• Good organisational and planning skills.
• An ability to support colleagues and share knowledge to the benefit of the team and/or wider Company.
• A good knowledge of English grammar and spelling, and the ability to write in plain English.
• An ability to digest complex technical information and present it to clients and colleagues in a clear and simplified manner relevant to them.
• Sound commercial awareness.
• An ability to identify ways of improving quality, service delivery and efficiencies in processes and procedures.
• Good time management skills and the ability to work to tight deadlines and manage conflicting demands on one’s time.
• Well-developed project management skills and the ability to see projects/tasks from concept through to completion within given timescales.

Preferred Qualifications:

• Educated to a minimum of A Level or Degree or equivalent standard.
• Ideally a minimum of three C grades or above at A Level or equivalent qualification.
• Strong Maths and English GCSE or equivalent qualification - minimum grade B.
• Part APMI (or deemed 'qualified by experience').

What We Offer:

• Enjoy a competitive salary, annual discretionary bonus, and 25 days’ holiday with buy/sell flexibility.
• Benefits include pension matching, healthcare plans, life assurance, and retailer discounts.
• We support our team with a flexible benefits scheme, employee assistance, and digital GP service.
• Participating in volunteering events is encouraged with paid volunteer days available.
• Referral bonuses are offered for introducing suitable candidates to XPS.

Equal Opportunity Statement: XPS Group is committed to diversity and equal opportunities. We welcome applications from all candidates, irrespective of sex, race, disability, sexual orientation, religion, or belief. As a Disability Confident employer, we ensure accessible and supportive work settings for all employees.

Eligibility: Any employment offer made will be conditional upon you satisfying DBS Disclosure checks, Employment or educational references, Satisfactory credit checks and eligibility to work in the UK before an offer can be made. XPS Group is not able to provide sponsorship to employees.