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.
About the role
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 here.
What you’ll be doing
- 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.
What we’re looking for
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.
Desirable
- 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 within insurance, payroll, HR or another regulated environment.
- Experience of working to service levels, call quality standards or performance measures.
- undefined
Why is this role exciting now?
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.
What you’ll get in return
- 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, click here
Next steps
If you’re excited by the opportunity to make a meaningful contribution and grow your career with us, we encourage you to apply by 21st October 2026.
Inclusion at Railpen
At Railpen, diversity, equity and inclusion are core to who we are. We’re committed to creating a workplace where everyone feels respected, supported and able to thrive. Our mission to secure a better future for our members is strengthened by the different perspectives and experiences our people bring. We are transparent about our gender pay gap and are actively committed to addressing it through fair and inclusive recruitment, progression and reward practices. We respect and support individuals’ pronouns and encourage colleagues to share them if they feel comfortable to do so.
We’re proud to be an equal opportunity employer. We welcome applicants from all backgrounds and do not discriminate on the basis of age, ethnicity, religion, sex, sexual orientation, gender identity, disability, neurodiversity, or any other protected characteristic. If you need adjustments during the recruitment process, just let us know.
Skills Required
- Experience in customer service, a contact centre, or a telephone-based role
- Confidence handling incoming calls and different types of enquiries
- Strong verbal communication and active listening skills
- Ability to explain information clearly, professionally, and compassionately
- Adaptability when moving between service lines, tasks, and priorities
- Strong attention to detail when updating member information and recording conversations
- Ability to learn new systems, processes, and information quickly
- Calm and organised approach in a busy, service-led environment
- Confidence to seek support or escalate complex enquiries
- Previous experience in pension administration or financial services
- Experience working across multiple telephone lines, queues, or service areas
- Experience completing administrative tasks alongside telephone-based customer service
- Experience in insurance, payroll, HR, or another regulated environment
- Experience working to service levels, call quality standards, or performance measures
What We Do
The Railways Pension Scheme is one of the UK’s largest and longest established pension funds. Railpen is responsible for the safekeeping and investment of around £34 billion on behalf of the scheme’s 350,000 members who are connected to the railway industry. Railpen's purpose is to secure our members' future. To achieve this we invest the scheme’s assets to generate strong returns over the long term. Our members and their employers trust us with this very significant responsibility. We are proud of this responsibility, take it very seriously, and are committed to, and passionate about, improving their future lives. Generating the required returns is challenging. To be successful we must constantly strive to be considered a world-class asset owner by our stakeholders, with a proven track record of adding value for our members. This means we have to have excellent people, doing exemplary work, in every part of our business. We use the size of our assets to invest wisely and influentially. Our convictions and a clear set of investment beliefs guide us through complex and changing markets. We’re not afraid to think innovatively or act boldly in the best interests of the members we are proud to serve
