We have a new opportunity to join the Leatherhead portfolio team as our new First Contact Team Administrator. You will be dealing with a variety of Defined Benefit calls, ranging from legislative queries, leaver regulations, retirements to bereavement calls. You will also have the chance to build on your pensions administration experience within the role. You will work on a hybrid basis from our Aptia Leatherhead office. What you'll be doing: Communicating with scheme members through a combination of inbound/outbound phone calls and through digital channels; ensuring all aspects of a member's query are responded to in a timely manner, and fully resolved at the first point of contact where possible. Responding to a large variety of member enquiries regarding the products and services their pension scheme offers. Capturing the details from any member interactions, ensuring a positive member outcome by logging accurate call notes and submitting requests to the correct team without delay. Identifying vulnerable indicators and taking appropriate action to support the member on their journey, as well as escalating and expediting cases where required. Performing pensions administration calculations and process work as needed. What we're looking for: Prior customer service or client-facing experience (e.g. in a contact centre environment). Friendly and empathetic communication skills, adapting your communication style as needed to deliver a positive member experience. Good written communication skills and verbal comprehension abilities. Good IT skills (MS Office) and an aptitude to learn new systems. Someone who will contribute to a positive team environment and workplace culture. Ability to work under pressure and prioritise tasks effectively. Prior experience within pensions administration would be advantageous.