Pensions Administrator - Projects

Do you want to be part of something more than just a financial services business? Do you believe everyone, regardless of wealth, should have the opportunity to save and look after their loved ones? Do you want to be part of something that has been here for 160 years and help it be here for 160 more?

Scottish Friendly has an exciting opportunity to join our team. Based in Glasgow City Centre, we are one of the most progressive mutual life insurance offices in the UK. We have a strong, clear culture which has grown since 1862 with our customers and colleagues of today and the future being at the heart of that growth.

Salary – Dependant upon experience

At Scottish Friendly, we’re passionate about helping our customers achieve financial wellbeing and navigate their retirement journey with confidence. We’re looking for a detail-oriented and customer-focused Customer Service Administrator to join our team supporting Section 32 policies on the Sonata Wealth platform.

You’ll be responsible for managing a range of servicing and administration tasks across Ex-FIL Section 32 products, ensuring all work is delivered accurately, efficiently and in line with regulatory requirements.

• Processing servicing requests such as changes to details, income adjustments, adviser (IFA) requests and account suspensions
• Preparing and issuing customer communications, including retirement “wake-up packs”
• Handling a variety of “Money Out” transactions (UFPLS, partial UFPLS, small pots, lump sums, including protected tax-free cash)
• Managing transfers to other schemes (both Origo and paper-based)
• Supporting customers sensitively through bereavement cases
• Administering flexible drawdown processes (full, partial, phased crystallisations)
• Setting up regular and ad-hoc income payments
• Managing beneficiary drawdown following death
• Providing ongoing servicing support, including illustrations and policy reviews
• Collaborating with colleagues on projects and process improvements
• Acting as a subject matter expert, particularly in Flexible Drawdown

To succeed in this role, you’ll bring strong pensions knowledge and a proactive, customer-first approach.

• Experience administering pension and drawdown products
• Strong knowledge of Section 32 products and drawdown regulations
• Understanding of PAYE tax and payroll processes
• Excellent attention to detail and organisational skills
• Ability to manage multiple priorities and meet deadlines
• Strong communication and customer service skills
• Confidence to challenge and improve processes
• Analytical mindset with the ability to interpret detailed information

• A supportive, collaborative working environment
• Opportunities to grow your knowledge and expertise
• The chance to make a meaningful impact on customers’ financial futures

• Recognition awards:
  Win exciting prizes, including one weeks’ annual leave plus £3,000 spending money.
• Refer-a-friend scheme:
  Earn rewards for bringing talented friends to our team.
• Annual Leave: 25 days annual leave (rising to 28 with service) plus 8 bank holidays, and options to buy or sell extra days.
• Supporting the future: 10% employer pension contribution, four group life cover.
• Getting around:
  Access to cycle-to-work schemes, Electric Vehicle scheme and travel loans.
• Wellbeing: 24/7 GP access, EAP, Private Healthcare, and free legal/financial advice, along with a variety of savings at top high street and online retailers.
• Hybrid model with up to three remote days per week, totaling 35 hours per week Monday to Friday.
• We are committed to creating an inclusive environment where all colleagues feel valued, respected and represented. If you require any accommodations during the application process, please don’t hesitate to let us know.

16 Blythswood Square Glasgow G2 4HJ
United Kingdom