Pension Administrator

Pension Administrator Darlington (hybrid working) 2 days per week in the Darlington office, with flexibility depending on business needs and stakeholder engagement. 12 Months Fixed-Term Contract.

We’re looking for a Pension Administrator to join our Member Services team on a 12-month fixed-term contract. In this varied and member-focused role, you’ll respond to calls across seven different service lines, including our general helpline and pension enquiry lines. You’ll help members with a wide range of questions, update their personal details and make sure they receive clear, accurate and helpful information.

No two days will be the same, so you’ll need to be adaptable, comfortable moving between different types of enquiries and able to learn new information quickly. If you enjoy speaking to people, solving problems and providing excellent service in a busy environment, this could be a great opportunity for you. To learn more about Railpen including our values, culture and purpose, visit our careers page.

• Responding to incoming calls across seven different service lines.
• Supporting members with general helpline and pension-related enquiries.
• Listening carefully to understand what each member needs.
• Answering questions clearly and providing accurate information.
• Updating member details and maintaining accurate records.
• Completing administrative tasks arising from member enquiries.
• Moving confidently between different call types and areas of work.
• Following agreed processes and escalating more complex enquiries when needed.
• Working collaboratively with colleagues to manage demand and maintain service levels.
• Helping to provide a positive and reassuring experience for every member who contacts us.

• Essential Experience of working in a customer service, contact centre or telephone-based role.
• Confidence handling a range of incoming calls and responding to different types of enquiries.
• Strong verbal communication and active listening skills.
• The ability to explain information clearly, professionally and compassionately.
• An adaptable approach, with the ability to move between different service lines, tasks and priorities.
• Strong attention to detail when updating member information and recording conversations.
• The ability to learn new systems, processes and information quickly.
• A calm and organised approach when working in a busy, service-led environment.
• The confidence to ask for support or escalate more complex enquiries when needed.

• Previous experience in pension administration or financial services.
• Experience of working across multiple telephone lines, queues or service areas.
• Experience of completing administrative tasks alongside telephone-based customer service.
• Experience with in insurance, payroll, HR or another regulated environment.
• Experience of working to service levels, call quality standards or performance measures.

This is an opportunity to build strong, transferable experience within Member Services while learning more about pensions and the important role they play in our members’ lives. You’ll develop your confidence across several different service areas rather than focusing on only one type of enquiry. You’ll also join a supportive team where you can build your knowledge, strengthen your customer service skills and make a meaningful contribution to the experience our members receive.

• A competitive salary (depending on experience)
• 28 days annual leave plus bank holidays (pro rata to the length of the contract)
• Defined Contribution Pension
• We support hybrid and flexible working

To learn more about our benefits.

We encourage you to apply by 21st October 2026.

At…