Location: Leeds
Salary From: £32,600
Who we are:
interactive investor is an award-winning investment platform that puts its customers in control of their financial future. We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 500,000 customers.
For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.
We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.
Purpose of the role:
The Senior Pension Administrator, Pension Servicing is a senior operational role responsible for delivering accurate, timely, and customer-focused pension servicing. The role provides technical support for complex queries, manages key workflow and control activities, and acts as a trusted escalation point for the wider team. Working closely with the Team Manager, the Senior Pension Administrator helps maintain strong governance, supports colleagues, and provides deputy cover when required.
Requirements
Key Responsibilities
Customer service, communication, and query resolution
- Deliver a high standard of customer service through clear, timely, and professional communication.
- Manage internal and external communications effectively, ensuring appropriate ownership and follow-up.
- Resolve complex pension servicing queries within agreed timescales, escalating where appropriate.
- Support the team with day-to-day queries, using technical knowledge to provide accurate guidance.
Workflow and mailbox management
- Categorise and manage relevant mailboxes accurately, ensuring work is routed, prioritised, and progressed appropriately.
- Manage daily workflow to support timely, accurate completion of pension servicing activity.
- Manage and distribute third-party workflow fairly and effectively, maintaining visibility of outstanding work.
- Support Team Manager oversight by identifying workflow risks, bottlenecks, and emerging issues.
Risk, controls, and governance
- Identify, record, and raise risk events within the agreed SLA, ensuring actions and escalation are managed appropriately.
- Maintain strong awareness of CASS requirements, relevant regulatory obligations, HMRC rules, and the VC process.
- Review and manage procedure documentation, ensuring content remains accurate, clear, and up to date.
- Review complaint timelines and support complaint handling activity to ensure cases progress appropriately.
- Process SAR requests accurately and in line with relevant procedures and timescales.
Technical approvals and escalation management
- Complete TTFAC and contribution correction approvals accurately, applying appropriate technical judgement.
- Manage escalations effectively, ensuring complex issues are owned, progressed, and communicated clearly.
- Identify team risks and recurring query themes, escalating these to the Team Manager as required.
Team support and leadership
- Provide feedback support to colleagues, helping reinforce good practice and improve performance.
- Support team huddles, including clear communication of process updates, risks, and operational priorities.
- Act as deputy for the Team Manager during absence, providing day-to-day leadership, workflow oversight, and escalation support.
Quality checking and records
- Carry out daily and month-end QC activity accurately, ensuring work is reviewed against agreed standards and benchmarks.
- Maintain accurate and up-to-date QA records, ensuring all quality checking activity is logged and evidenced appropriately.
- Conduct spot checks and quality reviews for new starters and underperformers, identifying themes and areas for improvement.
- Review department benchmarks for team members and communicate findings clearly to the Team Manager.
Training support and delivery
- Support the Team Manager with training requirements, contributing to the planning and delivery of training activity.
- Assist with competency and training requirements across the team, ensuring colleagues are equipped to meet quality standards.
- Support the delivery of training sessions, providing accurate and engaging content in line with current procedures.
- Facilitate post-training activity to embed learning and assess competency effectively.
- Support new starters through QC implementation, helping them understand quality standards and expectations from the outset.
- Contribute to and input into SFK and training materials, ensuring content remains accurate and current.
Feedback
- Provide clear, constructive, and timely feedback to colleagues based on QC findings.
- Support a culture of continuous improvement by sharing quality insights positively and professionally.
Core delivery requirements (non-negotiables)
- Internal and external communication; customer service and communication.
- LTA Calculations; technical knowledge within a pension environment; VC process awareness; CASS understanding; regulatory and HMRC adherence and understanding.
- Mailbox categorisation and management; daily workflow management; third-party workflow management and distribution.
- Complex queries; escalation management; team queries and identification of risk; raise risk events within SLA.
- SAR requests; complaint timeline and review; TTFAC / contribution correction approvals.
- Procedure document review and management.
- Team Manager deputy in absence; feedback support; team huddle support.
Skills and experience
- Strong experience in a pension servicing or similar financial-services operations environment, including experience in calculating lifetime allowances for pension related processes.
- Sound technical knowledge of pension administration, including relevant regulatory and HMRC requirements.
- Experience handling complex customer or operational queries and escalating appropriately.
- Strong written and verbal communication skills, with a customer-focused approach.
- Experience managing mailboxes, workflow, and competing priorities accurately.
- Understanding of risk-event management, complaint timelines, and escalation processes.
- Awareness of CASS requirements and VC processes relevant to pension administration.
- Strong attention to detail and ability to apply procedures and controls consistently.
Desirables
- Experience reviewing procedure documents or supporting process governance.
- Experience processing SAR requests.
- Experience completing TTFAC or contribution correction approvals.
- Previous experience acting as deputy or providing informal leadership support.
- Pension qualification: CII (Chartered Insurance Institute) or PMI (Pensions Management Institute).
- 18-month expectation to take the PMI exam if not already gained.
Benefits
- Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
- Life Assurance and Group Income Protection
- Private Medical Insurance – Provided by Bupa
- 25 Days Annual Leave, plus bank holidays
- Staff Discounts on our investment products
- Personal & Well-being Fund – Supporting your physical and mental wellness
- Retail Discounts – Savings at a wide range of high street and online retailers
- Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle
Please Note: We will do our utmost efforts to respond to all applicants. However, due to the high volume of applications we're currently receiving, if you haven't been contacted within 30 days of application, please consider unsuccessful.
interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to treating all applicants fairly and making reasonable adjustments where needed to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation—whether direct, indirect, associative, or perceptive
