Pensions Coordinator

Pensions Coordinator x 2

Location: Swindon or Newport, hybrid working available

Salary: Band C £27,756

Contract: 12 months fixed term contract

We are looking for a Pension Coordinator to join our HR Operations team. In this role, you will play a key part in delivering accurate, compliant and customer‑focused pension services for a range of clients. You will help ensure our pension processes run smoothly across multiple platforms, contributing to high‑quality outcomes and a great service experience for our users.

Successful candidates will be required to undergo Security Clearance (National Security Vetting) as part of their employment. To meet these standards, applicants must normally have lived in the UK for at least the last five years and be able to satisfy background, identity and criminal record checks.

This role operates within the Pensions service and supports the delivery of end‑to‑end pension administration processes, predominantly for the Civil Service Pension (CSP) scheme. The role requires the application of specialist knowledge and systems to ensure accurate, compliant and timely pension administration.

• Coordinate and manage operational workflows, ensuring activities are completed accurately, on time and in line with service standards
• Deliver a high‑quality customer experience by managing queries and requests, resolving non‑routine issues and ensuring timely outcomes
• Plan and prioritise work effectively, balancing competing demands to maintain service performance
• Apply judgement to handle exceptions and non‑standard cases within agreed processes, escalating more complex or high‑risk issues where required
• Monitor progress against service levels, identifying issues and taking appropriate action to maintain delivery
• Maintain accurate systems and records, ensuring data is complete, up to date and compliant with data protection and security requirements
• Work collaboratively with colleagues, specialists and stakeholders to ensure smooth end‑to‑end service delivery
• Provide guidance and informal support to less experienced colleagues, sharing knowledge and promoting consistent ways of working
• Identify opportunities to improve processes, efficiency and service outcomes, contributing to continuous improvement activity
• Follow policies, controls and standards, ensuring adherence to governance, compliance and operational requirements

• Process end‑to‑end pension data submissions to the Scheme Administrator
• Calculate pensionable earnings, including:
  • Assumed pay
  • Backdated pay awards
  • Multi‑year allocations
  • Calculate pensionable earnings resulting from back dated pay awards, reallocating the correct amounts to the years in which they were earned
• Administer pension transactions including:
  • Added pension / added years
  • Opt‑in / opt‑out
  • Transfers and switches
  • Refunds and new starters
• Respond to complex pension queries in line with SLAs, escalating where required
• Work with stakeholders (internal and external) to resolve pension‑related issues
• Maintain accurate pension records for reporting and audit purposes
• Apply pension regulations and scheme rules to ensure compliance
• Support continuous improvement in pensions processes and service delivery
• Act as a buddy or mentor for new team members where appropriate

• Demonstrable experience in pension administration processes and compliance requirements
• Understanding of Defined Benefit pension schemes
• Experience working in payroll and/or pensions environments
• Must be able to demonstrate a high standard of numeracy skills
• Ability to interpret and explain complex pension information clearly
• Experience using pensions systems and tools
• Experience of Civil Service Pension scheme would be advantageous
• CIPP qualification or equivalent experience is not required but would be advantageous

As an inclusive and Disability Confident employer, we welcome applications from a diverse range of communities.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition, we have a duty to make reasonable changes to our processes.

We reserve the right to close this vacancy early if we receive sufficient applications for the role.