Senior Pensions & Investment Associate

Reporting into the Operations Team Leader, the Senior Pensions & Investment Associate takes the lead in allocating and overseeing the daily workload of the team, ensuring all work is completed and cleared within agreed Service Level Agreements (SLAs). The role combines hands‑on administration with day‑to‑day support and coaching of team members, acting as a key point of escalation and a role model for excellent attention to detail and customer service.

• Allocating and prioritising daily workloads across the team, ensuring an even and fair spread of tasks in line with individual capability and experience
• Monitoring team progress throughout the day to ensure all work is completed and cleared within agreed Service Level Agreements (SLAs)
• Acting as the first point of escalation for complex queries, client issues, and processing exceptions, providing hands‑on support to resolve them
• Quality‑assurance checking of work produced by team members, providing regular, constructive feedback to support accuracy and development
• Supporting, coaching, and mentoring team members, including new starters, to build knowledge and confidence across all processes
• Assisting the Team Leader with day‑to‑day management of the mailbox, ensuring queries from clients, Independent Financial Advisers, and Product Providers are dealt with promptly
• Processing and checking all aspects of product and investment administration
• Identifying training needs within the team and assisting with cross‑training to build a flexible, multi‑skilled team
• Documenting new procedures and reviewing existing ones to ensure they remain accurate, up to date, and fit for use as training aids
• Evaluating current processes and proactively proposing efficiencies and improvements to the Team Leader and Operations Manager
• Producing and reviewing daily, weekly, and monthly MI and SLA reporting, highlighting risks or bottlenecks to the Team Leader
• Supporting the onboarding of new clients and assisting with internal projects as required
• Deputising for the Team Leader in their absence, including team briefings and workload oversight
• Completing ad hoc administration support for the Team Leader and Operations Manager

• Previous experience in an administration environment is essential
• Proven experience of organising, allocating, and overseeing the workload of a team
• Excellent communication skills (verbal and written), with the confidence to liaise with, guide, and support colleagues at all levels
• Ability to work calmly and effectively within an extremely challenging and busy environment, managing competing priorities under SLA pressure
• A natural coach and mentor, with a passion for developing others and providing excellent customer service to clients and their investors
• Highly organised, with excellent attention to detail and the ability to prioritise both personal and team workloads
• A strong team player who leads by example, with the flexibility to collectively achieve deadlines
• A positive, proactive, and solutions‑focused attitude
• Diplomatic, professional, and resilient at all times, particularly when managing escalations

• Good working knowledge of Microsoft Office, especially Excel
• Maths and English GCSE Grade C or above (or equivalent)

Quai Digital, 16 Tesla Court, Innovation Way, Peterborough, PE2 6FL

35 hours per week, Monday to Friday 9am to 5pm

Quai welcomes everyone and embraces diversity and equal opportunities for all. We're committed to creating an inclusive team with a variety of backgrounds, perspectives, and skills. We celebrate difference and encourage everyone to be themselves at work