Senior Pension Administrator

Location: Leeds

Salary From: £32,600

interactive investor is an award-winning investment platform that puts its customers in control of their financial future. We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 500,000 customers.

For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.

We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.

The Senior Pension Administrator, Pension Servicing is a senior operational role responsible for delivering accurate, timely, and customer-focused pension servicing. The role provides technical support for complex queries, manages key workflow and control activities, and acts as a trusted escalation point for the wider team. Working closely with the Team Manager, the Senior Pension Administrator helps maintain strong governance, supports colleagues, and provides deputy cover when required.

Customer service, communication, and query resolution

• Deliver a high standard of customer service through clear, timely, and professional communication.
• Manage internal and external communications effectively, ensuring appropriate ownership and follow-up.
• Resolve complex pension servicing queries within agreed timescales, escalating where appropriate.
• Support the team with day-to-day queries, using technical knowledge to provide accurate guidance.

Workflow and mailbox management

• Categorise and manage relevant mailboxes accurately, ensuring work is routed, prioritised, and progressed appropriately.
• Manage daily workflow to support timely, accurate completion of pension servicing activity.
• Manage and distribute third-party workflow fairly and effectively, maintaining visibility of outstanding work.
• Support Team Manager oversight by identifying workflow risks, bottlenecks, and emerging issues.

Risk, controls, and governance

• Identify, record, and raise risk events within the agreed SLA, ensuring actions and escalation are managed appropriately.
• Maintain strong awareness of CASS requirements, relevant regulatory obligations, HMRC rules, and the VC process.
• Review and manage procedure documentation, ensuring content remains accurate, clear, and up to date.
• Review complaint timelines and support complaint handling activity to ensure cases progress appropriately.
• Process SAR requests accurately and in line with relevant procedures and timescales.

Technical approvals and escalation management

• Complete TTFAC and contribution correction approvals accurately, applying appropriate technical judgement.
• Manage escalations effectively, ensuring complex issues are owned, progressed, and communicated clearly.
• Identify team risks and recurring query themes, escalating these to the Team Manager as required.

Team support and leadership

• Provide feedback support to colleagues, helping reinforce good practice and improve performance.
• Support team huddles, including clear communication of process updates, risks, and operational priorities.
• Act as deputy for the Team Manager during absence, providing day-to-day leadership, workflow oversight, and escalation support.

Quality checking and records

• Carry out daily and month-end QC activity accurately, ensuring work is reviewed against agreed standards and benchmarks.
• Maintain accurate and up-to-date QA records, ensuring all quality checking activity is logged and evidenced…