Pensions Administration Apprenticeship Programme - Level 3 2025 - Welwyn Garden City

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

• Communicate effectively with clients/members via the telephone, remembering each caller will have a different level of understanding.

• 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 simple 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 a Senior Administrator.
• Seek clarification where errors are made.
• Monitor own workflow to ensure service levels are achieved.
• Accurately perform manual calculations.
• Know and live the firm’s values.

• Assist the wider team in more complex/project work when required.
• Support colleagues for holiday cover and workload peaks.
• Accountable for own development, identifying and raising any learning needs with Senior Administrator.
• Update and maintain skills matrix.

• Help to provide an efficient, professional service to meet all client/members' needs and to promote the WTW brand.
• Develop knowledge of clients’ pension schemes.
• Build a relationship with the clients.
• Be a point of reference for standard automated cases.

• Ensure timely completion of timesheets.
• Ensure chargeable hours targets are met.

• Grade 9-4/Grade C or above for Maths and English Language at GCSE or equivalent.
• 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.

This Apprenticeship is an 18-24 months programme where you will be provided on the job training and a highly competitive study support package for the Award in Pensions Essentials (APE).

You will be fully supported by WTW and our official government approved Training Provider throughout the duration of the programme.