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Pensions Administrator

Company: Willis Towers Watson    Location: Leeds
The Company

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.

The Business

Human capital and benefits
High-performing institutions cultivate and grow talent, carefully balancing costs and rewards. From employee benefits to executive compensation, we take a rounded perspective, based on leading-edge thinking, data, analytics and software, unearthing new ways to motivate people, foster wellbeing and implement solutions that work.

The Role

The role of Administrator is to work within an administration team servicing both member and client queries in relation to occupational pension schemes.

Performance Objectives:
Excellence

Communicate effectively with client/members via the telephone, remembering each caller will have a different level of understanding. Record each call as they occur.

Consistently provide a quality customer experience to clients/members.

Continuously seek to identify areas where the service to clients/members could be improved and communicate to the Senior Administrator/Team Leader.

Deal with queries and requests by the use of standard letters and reference to procedures.

Recognise and escalate potential problem and potential complaint cases.

Ensure complaints procedure is adhered to and that all complaints are immediately notified to Senior Administrator.

Seek clarification where errors are made.

Monitor own workflow to ensure service levels are achieved.

Prioritise and manage own workload and maintain a rolling schedule of objectives.

Accurately perform manual calculations.

Know and live the firms values.

People

Assist the wider team in more complex / project work when required.

Accountable for own development, identifying and raising any learning needs with Administration Co-ordinator.

Understand your role within the team.

Support colleagues for holiday cover and workload peaks.

Update and maintain skills matrix.

Clients

Help to provide an efficient, professional service to meet all client/members needs and to promote the Willis Towers Watson brand.

Develop knowledge of clients pension schemes.

Build and maintain a good relationship with the clients.

Be a point of reference for standard automated cases.

Deal with all communications within defined quality and service standards.

Financial

Ensure timely completion of timesheets.

Ensure chargeable hours targets are met.

Willis Towers Watsons Technology and Administration Solutions (TAS) is a global line of business whose revenue is primarily driven from providing outsourced pension administration services to occupational pension funds. Our three largest markets are Germany, UK and US. We have worked with some of the worlds leading organizations for over 25 years to provide benefit administration and outsourcing to over five million participants across the globe.

The Requirements

Able to work to a high level of accuracy.

Able to work well under pressure and meet targets.

Interpersonal skills to include good written and verbal communication.

Customer and quality focussed.

Computer literate.

Pass at C or above for Maths and English Language at GCSE or equivalent.

Experience in either DB or DC pensions administration is essential.

Willis Towers Watson is an equal opportunities employer and does not discriminate on any basis. We support flexible working and this role will be considered on a flexible basis.