Flexible working
Career development
Latest technology

Member Experience Administrator

Salary Highly Competitive
Location Birmingham
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

Role Description

Do you enjoy working in Customer Service and seeking an opportunity to start your career in Pensions Administration?  As a Member Experience Administrator, you would work with a varied portfolio of TPA clients and would play a key part in providing members of our clients with a market-leading service.  

At Hymans Robertson you will not only have all the above but be a valued member of our Firm.  You will be given excellent development opportunities and work in a supportive and collaborative culture with great colleagues whilst progressing in your career in pensions.

This role is in Third Party Administration for Client Service Delivery in Birmingham.

As a Member Experience Administrator, you would work as part of our Birmingham Client Service Delivery Team. You would be the first port of call for our pensions scheme members providing them with a first-rate experience, making them feel valued as one of our members while you process their query.  You would work closely with your experienced colleagues to learn how to administer various member requests to enable a fast turnaround of queries.

Key responsibilities include:

  • 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.

And you will be happy to:

  • 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.
  • Look for opportunities to work with others and develop your skills.
  • Adhere to the firm’s Information Security standards, professionalism requirements, policies,
    procedures and compliance requirements.

Qualifications, Skills and Experience:

  • 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.

Together, we’ve been building better futures for over 100 years. For our people, our clients and their people, our communities and the environment. 

We thrive on tackling complex problems. And we believe those problems are best solved by diverse teams – diverse in skills, approaches and backgrounds. Our independence lets our people be themselves and think freely, while working in a collaborative, supportive environment.  We love innovative, independent thinking and want everyone to share their ideas.  

Working alongside employers, trustees and financial services institutions, we offer pensions, investments, benefits and risk consulting services, as well as data and technology solutions. With over 1000 employees and counting, we’re one of the leading consultancies in our field and are proud to be recognised by numerous industry awards. 

We’re committed to developing our people and encourage everyone to carve out their own career path. We’ve many colleagues who started out in one team in the business and have ended up somewhere completely different, having had the chance to develop new skills and explore new passions.   

We are continually working to improve our inclusive culture and employ diverse talent. We therefore welcome applications from people from all backgrounds, which includes but isn’t limited to: age, disability, ethnic heritage, gender, marital or civil partnership status, neurodiversity, religion, sexual orientation, and socio-economic background.

Our hybrid working model offers the best of both worlds – home working as well as a fun, collaborative office environment - meaning flexible working patterns to accommodate individual needs. Find out more about our careers here.

If you need any assistance in relation to a personal requirement, medical condition or neurological difference during our selection process then please let us know. 

Together, we can make this the best job you’ll ever have. 

Our culture

We live and breathe our four values – friendly, confident, partnering and straightforward – and genuinely care about out people, clients, community and the environment.

Job satisfaction

Every employee can genuinely make a difference and contribute towards achieving our purpose – together, building better futures. Whether that’s helping our clients build more secure financial futures, using your 3 days volunteering or helping us reduce our carbon footprint.

Reward and wellbeing

We offer competitive salaries, a share of company profits and an award-winning benefits package. We also take your mental, physical, social and financial wellbeing seriously, both in and outside of work.

Flexible working

We trust our people to work in a pattern that suits their circumstances with a healthy balance of home and office working.

Latest technology

We use the most up-to-date technology and software to match our ground-breaking business solutions that make life easier for us and our clients.

Career development

There is no linear path – learning opportunities are plentiful and empower you to carve out your own career.

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