Pensions Administrator

Job description

Help our members navigate their pension journey with confidence.

The Scottish Public Pensions Agency (SPPA) administers pensions for Scottish Teachers, Police, Firefighters' and National Health Service employees on behalf of the Scottish Government. We're responsible for protecting the financial futures of over half a million people - that's around 1 in 10 people in Scotland. If you're looking for meaningful work, a supportive environment and a career with purpose, you'll find it at the SPPA.

Our office is based in Tweedbank in the Scottish Borders, the train station is a short two-minute walk away and offers regular services to and from Edinburgh Waverley, making it a convenient and well-connected location for commuters. The surrounding area offers access to green space, walking routes and a strong sense of local community, supporting wellbeing both in and outside of work.

Our modern office building is designed to support flexible and collaborative working, with spaces for teamwork, quiet focus and hybrid working. Colleagues benefit from a comfortable, welcoming environment that reflects our commitment to wellbeing and inclusion.

An opportunity has arisen for 3 x Fixed Term Appointment (FTA) Pensions Administrator Supports running to 31 October 2028.

As a Pensions Administrator Support, you will work in a variety of roles across our Operational Delivery department. You will respond to member enquiries and provide administrative support to teams. This will include answering telephone calls and electronic or digital member contacts, distributing and indexing mail to the relevant teams, accurately updating members records and supporting specific teams daily by checking member details in advance of our pension calculation processes.

This role therefore combines customer service, administration, data handling and operational support.

Are you passionate about making a difference? Are you a good communicator with experience in customer service? Do you have the confidence to advise and influence colleagues and stakeholders at all levels? If the answers to the above are yes, then this opportunity could be for you.

• Impact that matters:
  Your work directly supports those who keep Scotland running - teachers, healthcare professionals, emergency services.
• Professional growth:
  Develop your skills in customer service within a supportive team environment.
• Inclusive culture:
  Be part of a diverse, collaborative workplace committed to fairness and respect.
• Work-life balance:
  Enjoy flexible working options and excellent benefits as part of the Scottish Government.

• Support our members by providing clear, accurate pension information through member portal, email and call enquiries - ensuring all queries are dealt with promptly, accurate and courteously. The majority of our communication is via telephone, so there will be an expectation to take phone calls.
• Handle data with care by collecting, analysing, maintaining and processing member information accurately and securely, ensuring all records comply with data protection regulations.
• Manage requests efficiently by prioritising queries from members and third parties, resolving issues promptly and in line with scheme rules, agreed procedures, and deadlines.
• Support your colleagues in line with our organisational priorities and needs, work as part of a flexible team to perform other tasks and provide support to Operational Delivery teams and individuals within SPPA as required.
• Provide administrative support to teams within Operational Delivery.

Please note:

This role is being advertised across multiple teams within Operational Service Delivery. While the core responsibilities and person specification remain consistent, the specific duties, priorities, and areas of focus may vary slightly depending on the team to which the successful candidate is appointed.

A significant proportion of the role involves handling enquiries from pensions scheme members by telephone and email.