{"id":2130568,"url":"https://alion.io/job/ii-senior-pension-administrator","title":"Senior Pension Administrator","company":{"id":1785838,"name":"ii","domain":"ii.co.uk","url":"https://alion.io/company/ii-co-uk","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Communications","role_family":"Communications","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Leeds, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":32600,"max":null,"currency":"GBP","period":"year","gross":null,"usd_annual":43605},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-10-06T00:00:00Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-22T13:48:16Z","board_verified":false,"closed_at":"2026-10-22T13:48:16Z","days_open":16,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":16},"description":"Location: Leeds\nSalary From: £32,600\nWho we are:\ninteractive 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.\nFor 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.\nWe also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.\nPurpose of the role:\nThe 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.\nRequirements\nKey Responsibilities\nCustomer service, communication, and query resolution\nDeliver a high standard of customer service through clear, timely, and professional communication.\nManage internal and external communications effectively, ensuring appropriate ownership and follow-up.\nResolve complex pension servicing queries within agreed timescales, escalating where appropriate.\nSupport the team with day-to-day queries, using technical knowledge to provide accurate guidance.\nWorkflow and mailbox management\nCategorise and manage relevant mailboxes accurately, ensuring work is routed, prioritised, and progressed appropriately.\nManage daily workflow to support timely, accurate completion of pension servicing activity.\nManage and distribute third-party workflow fairly and effectively, maintaining visibility of outstanding work.\nSupport Team Manager oversight by identifying workflow risks, bottlenecks, and emerging issues.\nRisk, controls, and governance\nIdentify, record, and raise risk events within the agreed SLA, ensuring actions and escalation are managed appropriately. \nMaintain strong awareness of CASS requirements, relevant regulatory obligations, HMRC rules, and the VC process.\nReview and manage procedure documentation, ensuring content remains accurate, clear, and up to date.\nReview complaint timelines and support complaint handling activity to ensure cases progress appropriately.\nProcess SAR requests accurately and in line with relevant procedures and timescales.\nTechnical approvals and escalation management\nComplete TTFAC and contribution correction approvals accurately, applying appropriate technical judgement.\nManage escalations effectively, ensuring complex issues are owned, progressed, and communicated clearly.\nIdentify team risks and recurring query themes, escalating these to the Team Manager as required.\nTeam support and leadership\nProvide feedback support to colleagues, helping reinforce good practice and improve performance.\nSupport team huddles, including clear communication of process updates, risks, and operational priorities.\nAct as deputy for the Team Manager during absence, providing day-to-day leadership, workflow oversight, and escalation support.\nQuality checking and records\nCarry out daily and month-end QC activity accurately, ensuring work is reviewed against agreed standards and benchmarks.\nMaintain accurate and up-to-date QA records, ensuring all quality checking activity is logged and evidenced appropriately.\nConduct spot checks and quality reviews for new starters and underperformers, identifying themes and areas for improvement.\nReview department benchmarks for team members and communicate findings clearly to the Team Manager.\nTraining support and delivery\nSupport the Team Manager with training requirements, contributing to the planning and delivery of training activity.\nAssist with competency and training requirements across the team, ensuring colleagues are equipped to meet quality standards.\nSupport the delivery of training sessions, providing accurate and engaging content in line with current procedures.\nFacilitate post-training activity to embed learning and assess competency effectively.\nSupport new starters through QC implementation, helping them understand quality standards and expectations from the outset.\nContribute to and input into SFK and training materials, ensuring content remains accurate and current.\nFeedback\nProvide clear, constructive, and timely feedback to colleagues based on QC findings.\nSupport a culture of continuous improvement by sharing quality insights positively and professionally.\nCore delivery requirements (non-negotiables)\nInternal and external communication; customer service and communication.\nLTA Calculations; technical knowledge within a pension environment; VC process awareness; CASS understanding; regulatory and HMRC adherence and understanding.\nMailbox categorisation and management; daily workflow management; third-party workflow management and distribution.\nComplex queries; escalation management; team queries and identification of risk; raise risk events within SLA.\nSAR requests; complaint timeline and review; TTFAC / contribution correction approvals.\nProcedure document review and management.\nTeam Manager deputy in absence; feedback support; team huddle support.\nSkills and experience\nStrong experience in a pension servicing or similar financial-services operations environment, including experience in calculating lifetime allowances for pension related processes.\nSound technical knowledge of pension administration, including relevant regulatory and HMRC requirements.\nExperience handling complex customer or operational queries and escalating appropriately.\nStrong written and verbal communication skills, with a customer-focused approach.\nExperience managing mailboxes, workflow, and competing priorities accurately.\nUnderstanding of risk-event management, complaint timelines, and escalation processes.\nAwareness of CASS requirements and VC processes relevant to pension administration.\nStrong attention to detail and ability to apply procedures and controls consistently.\nDesirables\nExperience reviewing procedure documents or supporting process governance.\nExperience processing SAR requests.\nExperience completing TTFAC or contribution correction approvals.\nPrevious experience acting as deputy or providing informal leadership support.\nPension qualification: CII (Chartered Insurance Institute) or PMI (Pensions Management Institute).\n18-month expectation to take the PMI exam if not already gained.\nBenefits\nGroup Personal Pension Plan - 8% employer contribution and 4% employee contribution\nLife Assurance and Group Income Protection\nPrivate Medical Insurance - Provided by Bupa\n25 Days Annual Leave, plus bank holidays\nStaff Discounts on our investment products\nPersonal & Well-being Fund - Supporting your physical and mental wellness\nRetail Discounts - Savings at a wide range of high street and online retailers\nVoluntary Flexible Benefits - Tailor your benefits to suit your lifestyle\nPlease 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.\ninteractive 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. 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