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 (Maternity Cover)
About the role
We’re looking for a Pension Administrator to join our Transfers team on a 12-month fixed-term contract, providing maternity cover.
You’ll support members who are transferring their pension benefits into or out of the scheme, helping them understand what is happening and what information is needed at each stage. You’ll be an important point of contact throughout the process, providing a clear, helpful and compassionate service while ensuring each case is handled accurately and efficiently.
This is a great opportunity if you enjoy helping people, managing detailed administration and taking ownership of work from beginning to end. Previous pensions experience would be helpful, but it isn’t essential if you can bring strong customer service and administration skills.
To learn more about Railpen, including our values, culture and purpose, visit our careers page here.
What you’ll be doing
- Supporting members who are transferring pension benefits into or out of the scheme.
- Responding to member enquiries by telephone, email and written correspondence.
- Explaining processes and requirements clearly, helping members understand the next steps.
- Managing a daily worklist and taking ownership of transfer cases from beginning to end.
- Updating member records and ensuring information is recorded accurately.
- Requesting and reviewing the information needed to progress cases.
- Working within agreed timescales and service standards.
- Keeping members updated and identifying when a case needs further support or escalation.
- Working collaboratively with colleagues to provide a consistent, high-quality member experience.
What we’re looking for
Essential
- Experience of working in an administration, customer service or case-management environment.
- Strong written and verbal communication skills, with the confidence to speak to members by telephone.
- The ability to explain information and processes clearly and compassionately.
- Strong attention to detail and a commitment to providing accurate information.
- Good organisational skills, with the ability to manage several cases at different stages.
- The ability to follow processes, manage deadlines and know when to ask for support or escalate an issue.
- A collaborative approach and a commitment to delivering a high-quality member experience.
- Confidence using IT systems to maintain accurate records and progress cases
Desirable
- Previous experience in pension administration, particularly pension transfers.
- Experience of managing customer or member cases from beginning to end.
- Experience within financial services, insurance, payroll, HR or another regulated environment.
- An understanding of data protection and the importance of handling personal information securely.
- Experience of working to service levels or agreed timescales.
Why is this role exciting now?
This is an opportunity to build valuable experience within pension administration while supporting members through an important part of their pension journey.
You’ll develop your technical knowledge, strengthen your case management and customer service skills, and see the direct impact that accurate and compassionate support can have on our members. You’ll also join a supportive team where quality, collaboration and continuous improvement matter.
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 30th 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 working in an administration, customer service, or case-management environment
- Strong written and verbal communication skills, including confidence speaking with members by telephone
- Ability to explain information and processes clearly and compassionately
- Strong attention to detail and commitment to providing accurate information
- Good organizational skills and ability to manage multiple cases at different stages
- Ability to follow processes, manage deadlines, and escalate issues appropriately
- Collaborative approach and commitment to delivering a high-quality member experience
- Confidence using IT systems to maintain accurate records and progress cases
- Previous pension administration experience, particularly pension transfers
- Experience managing customer or member cases from beginning to end
- Experience in financial services, insurance, payroll, HR, or another regulated environment
- Understanding of data protection and secure handling of personal information
- Experience working to service levels or agreed timescales
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
