Member Experience Administrator

The Vacancy

Our Third Party Administration (TPA) department is a dynamic administration team with a varied portfolio of clients. They play a key part in providing our clients and members with a market‑leading service on Defined Benefits (DB), Defined Contribution (DC) and CARE pension arrangements.

You’ll be the first point of contact for pension scheme members, providing exceptional customer service and ensuring every interaction leaves them feeling valued. In this role, you’ll handle member queries with care and efficiency, working closely with colleagues in the Client Service Delivery team to process requests promptly and accurately. Your commitment to delivering a seamless experience will help us maintain the high standards our members expect.

• Answering incoming phone calls from our pension scheme members and providing them with a gold‑standard, person‑centred experience.
• Accurately taking notes of member queries, maintaining, and updating member records.
• Logging member requests and queries for colleagues to process and assisting the team with non‑technical queries.
• Maintaining a high standard of service to our members in terms of quality of experience and speed of response.
• Managing the client inbox and incoming post for incoming correspondence and processing them in the same way as phone calls.
• Escalate queries and ask for immediate support from colleagues where necessary.
• Ensure office procedures are followed, including keeping full notes of all telephone conversations and to be aware of compliance requirements.
• Carry out other tasks and ad‑hoc projects as required by our clients.

• Minimum GCSE / Scottish standard (or equivalent) Maths and English at Grade B, or equivalent.
• Experience in client care or customer services, including the ability to communicate directly with customers effectively and confidently over the telephone.
• Meet the required standard on communication, numerical and analytical skills.
• Ability to juggle multiple tasks and plan and organise workload effectively within a team and in a fast‑paced environment.
• Experience of using Microsoft Word, Excel, Outlook and Teams.

We would also encourage applications from candidates who perhaps do not possess all the attributes and experience listed above but are competent with the majority and would be able to quickly develop the additional skills and experience required in post with our full support. We would also love to hear about other knowledge and experience you may have that is not listed but could be of interest.

• A flexible selection of employee benefits, so you can choose a package that best matches your lifestyle and needs.
• A collaborative and encouraging work environment where your thinking and ideas are encouraged.
• On site mental health and wellbeing assistance.
• A commitment to helping you develop both personally and professionally, with mentoring opportunities and access to our award‑winning learning portal, Aspire.
• Regular social activities, in addition to three days paid volunteering leave each year and a day’s leave to celebrate your birthday.
• Hybrid working so you can enjoy the positive wellbeing of working from home as well as the benefits of meeting colleagues in our sociable, modern office environments – with the expectation of two ‘in‑office’ days per week.
• A flexible working window, allowing colleagues the freedom to work flexibly between the hours of 7am and 7pm.

Please note, we recruit on a rolling basis so early applications are recommended to avoid disappointment.

We are committed to being open and transparent in our recruitment and reward processes. Please note that this vacancy does not currently meet the minimum salary threshold requirements for Skilled Worker sponsorship within the UK.

To avoid any disappointment, if you require sponsorship we would encourage you to check whether you may be eligible for a discounted salary threshold, or to explore alternative routes to secure your right to work in the UK before submitting your application. If you meet the criteria outlined in the job description we’ll be happy to discuss your individual circumstances further with you.