Sanderson
Customer Service & Pensions Payroll Specialist
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BPA Customer Service & Pensions Payroll Specialist
Location – Aylesbury, Buckinghamshire
Salary – up to £35,000, depending on experience & up to 10% annual bonus
Contract Type – Permanent
Role Overview
Join a specialist pensions team supporting the administration of Bulk Purchase Annuities (BPA), where you'll play a key role in delivering accurate pension payrolls and outstanding customer service. Working in a fast-paced, regulated environment, you'll handle complex customer queries, process pension payments, support continuous improvement initiatives, and act as a deputy to the Head of BPA Customer Services when required. This is an excellent opportunity for someone with pensions and payroll experience who enjoys problem-solving, collaborating with stakeholders, and ensuring positive outcomes for customers.
Responsibilities
- Deputise effectively for the Head of BPA (Bulk Purchase Annuities) Customer Services.
- Processing and rectifying Regular monthly and adhoc pensions payrolls.
- Support the preparation and issuing of individual policy documents and other mailings.
- Support with the delivery of high quality customer service in writing and by telephone in a back office environment.
- Dealing with escalations or complex customer queries.
- Undertake effective daily planning for the team.
- Carrying out regular tasks for example customer tracing, mailbox monitoring.
- Drive delivery of Lean and Simplification objectives (continuous improvement).
- Coach and develop others across the Customer Services department.
- Adhere to regulatory and business requirements.
- Any other task or activity as may be reasonably expected within this role.
- Maintain competence and fitness and propriety standards to the level required by the Company’s regulators.
- Comply with the FCA’s conduct (and senior conduct) and Consumer Duty rules and the PRA’s conduct (and senior manager conduct) standards.
- Notify the regulator(s) of matters reasonably expected to be notified.
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- Relevant overseer qualifications FA2 and CF1 or desire to take required exams.
- Proven ability to identify, investigate and resolve problems effectively, working independently and using initiative where appropriate.
- Knowledge of UK Defined Benefit Pensions and the BPA market.
- Good organisational and planning skills to meet strict payroll deadlines.
- Flexible and positive attitude.
- Excellent problem solving ability.
- Good Excel and Word skills.
- Excellent communication and customer service skills.
- Understanding of PAYE and pension payroll legislation.
- Performing payroll reconciliations and checking reports.
- Understanding of Real Time Information (RTI) and pensions taxation.
- Understanding internal controls and risk management.
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