Pensions Administrator

Company Info

We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that’s thanks to the talented and dedicated people who work with us. For us, ‘social responsibility’ is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you’ll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.

Department Info

With around one million customers, our retail business helps turn customers’ pension savings into lifelong retirement income and our corporate business looks after our defined benefit pension schemes ensuring they are effectively managed to protect against risk and achieve their maximum potential.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Job Duties

Purpose of the role

• 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.
• Responsible for providing an efficient claims service to individual scheme members,  intermediaries and Trustees by establishing how each pension scheme operates carrying out calculations, interpreting and communicating the scheme benefits in a way that ensures we are Treating Customers Fairly.
• Responsible for the checking of and authorising of individual quotations and the payment of claims ensuring that the correct benefits are settled.
• Receive general enquiries and complaints from scheme members, intermediaries or Trustees establishing the nature of the enquiry, investigating and responding appropriately
• Provide on the job training on various aspects of the area's work and provide technical advice and instruction to less experienced members of the team
• Act as technical expert for the team and a focal point for queries and having responsibility for interpreting and keeping up to date with current pensions legislation and HMRC practice set up and maintain scheme records and to personally deal with the investigation of anomalies and to take whatever action is appropriate
• Accurately record workflow on to the appropriate system (Eg) maintaining effectiveness, efficiency and perform quality checking according to the prescribed QA framework for the role ensuring accurate management information
• Ensure that the principles of conduct risk are embedded into your day to day operations to deliver good customer outcomes at all times.  Ensure that all business processes and internal controls within your role are designed and performed in a way that delivers good customer outcomes and demonstrates effective management of conduct risk
• To adhere to the team matrix for relevant skills required in relation to tasks and processes

Skills Required

Key Skills

Has a knowledge of the following legislation and remains compliant:

• Strong understanding of the products administered within Bulk Purchase Annuities administration highly desirable.
• Has a strong understanding of the functions within BPA and seeks out and highlights any improvements to processes and procedures for the area to achieve an exceptional and compliant service. 
• Keeps up to date with all process changes made within the relevant teams and where appropriate actively initiates and participates in the implementation of any changes.
• Data Protection Act
• Money Laundering
• Complaints
• Treating Customers Fairly   
• Breach guidelines
• Has a strong understanding of the risks to their team, BPA and the business. Actively takes steps to reduce these risks.
• Understands the breach process, the reporting of complaints and control failure processes.
• Highly customer focused and understands the need to maintain and improve relationships with both internal and external customers. This includes policyholders, scheme members, legislative bodies and your colleague’s within the whole of L&G.
• Able to provide an accurate and cost effective service by getting it right first time and actively supports and trains others to reach the same high standard.
• Learns from own mistakes and actively seeks out and shares information. Where appropriate will record and document information, such as writing process notes.
• Can identify and deal with non-reportable complaints.
• Takes ownership of and resolves any issues, referring to their manager when required.
• Prioritises own workload within the team in order to meet objectives and maintain our high level of customer service.
• Allocates work to the team to ensure the team achieves and stays within Service Level Agreements. 
• A Strong listener and speaker.
• Produces clear and warm written and spoken communications.
• Uses the phone as a preferred method of communication when communicating with our external customers.
• Shows resilience when receiving feedback from individuals, teams and management and acts on the feedback.
• Provides feedback both positive and constructive to others.
• Positive, supportive and co-operative, especially when working to achieve the team’s goals and objectives.
• Able to quickly adapt to changing circumstances & situations.
• Able to use own empowerment to support and lead others through change.
• Remains constructive at all times during change and helps others to achieve the same.

Benefits

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, an annual supplement for private medical insurance, discretionary performance related bonuses, paid overtime, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For any further information, please contact Christine.Mitchell@landg.com