About Aptia Aptia is a new force in the employee benefits and pensions administration services, on a mission to change the world of administration for the better. In an underserved market, with huge potential for growth, Aptia will serve 1,100 clients in the US and UK markets and will be supported by shared services in India and Portugal - helping more than seven million people live healthier and happier lives. And we are expanding. Aptia Group is not only fuelled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues. Specialist. Responsive. Thoughtful. These aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term. If you want to join a sector that never stands still, in a company culture that is agile and that will invest in your career development, we could have your perfect next role. The Role Are you an experienced Pensions Administrator looking for a fresh challenge? In this role you will play a key role in supporting clients and scheme members on complaints and complex queries, as well as using your expertise to peer review, coach and assist with the organisation of work for more junior team members. The position focuses on handling complex pension complaints, investigating the root causes, and implementing solutions to prevent recurrence. It requires a strong understanding of pensions legislation and a commitment to providing exceptional customer service. You will be working on a hybrid basis from our offices in UK. What you'll be doing: Communicating with clients and scheme members on complaints and complex queries when required via letter, email and telephone. Gain a thorough understanding of the scheme details administered in the team to ensure accurate responses to clients and scheme members. Ensure timely and appropriate responses to complaints within regulatory guidelines and service level agreements. Maintain accurate records of all complaints, including details of the investigation, resolution and dates of communication. Conduct thorough root cause investigations into each complaint, gathering all the necessary information and documentation. Identify trends in the complaints received and use this data to drive improvement within the administration team. Work with clients and appropriate external authorities as necessary where complaints are escalated. Contribute to the development and delivery of training for staff. Keep abreast of technical developments, procedural and legislative changes, able to discuss and act upon the implications. What we're looking for Experience liaising with clients and trustees. Ability to perform complex pension calculations, and the ability to peer review other calculations to a high standard of accuracy Experience of complaints handling Strong Defined Benefit (DB) scheme knowledge, scheme types and governing legislation issues. In-depth knowledge of UK pensions legislation. Good communication skills, both written and verbal. Strong analytical and problem-solving skills. Good organisational skills Able to analyse and improve processes. Relevant professional qualification (e.g. PMI) - desirable. If you are interested in this role and then we'd love to hear from you. Please go ahead and click apply to submit your CV. Aptia is committed to celebrating the diversity of its employees and are proud to be an Equal Opportunities employer. We strive to create a workplace where all colleagues feel they belong and are supported to succeed in their roles. If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to email us at Recruitment_UKaptia-group.com.