Operations Support Administrator
Location: London/Hybrid - With up to 3 days working from home after an initial period of training. Salary: £27,000 per annumContract: Full-time, permanentHours: 35 hours per week, Monday-Friday
About the Role
SAUL Trustee Company is looking for an organised and customer-focused Operations Support Administrator to join the Online Support team.
The role provides administrative and operational support across SAUL's pension arrangements, with a particular focus on employer submissions, contribution processing, reconciliation, member records and online support.
You'll be responsible for processing and validating data accurately, resolving routine queries and supporting employers and members through telephone, email, webchat and online services. You'll also contribute to data quality, process improvements and the smooth day-to-day running of the Operations function.
Key Responsibilities
Employer Administration & Data
• Support SAUL employers with monthly joiner, contribution and leaver submissions across both SAUL Lifetime (DB) and SAUL Start (DC) arrangements.• Process, validate, reconcile and load monthly contribution data.• Investigate contribution, payment and data discrepancies and ensure issues are resolved within agreed timescales.• Process scheme joiners, leavers, opt-outs, contribution amendments, member updates and Bulk Data Import submissions.• Monitor outstanding submissions and follow up with employers where required.• Maintain accurate operational and reconciliation reports.• Ensure administration processes are completed in line with agreed procedures and data standards.
Employer & Member Support
• Build and maintain positive relationships with employers and provide guidance on submission requirements and processes.• Respond to routine employer administration and data queries.• Support members through telephone, email, webchat and online services.• Help members with registration, login, account access and Identity & Verification (ID&V) issues.• Investigate and administer complaints and compliments in line with company procedures.• Handle incoming post, emails and outgoing correspondence.• Maintain accurate records and ensure information is handled in line with GDPR and company procedures.
Technical & Operational Support
• Follow Scheme Rules, legislation and agreed operational procedures.• Support data quality reviews and investigations.• Identify opportunities to improve processes and recommend practical solutions.• Create and maintain operational procedures, employer guidance and training materials.• Support system testing covering employer submissions, contribution processing, Bulk Data Interfaces and member communications.• Share knowledge and best practice across the team.• Support team projects and cross-functional initiatives as required.
General Administration
• Monitor team inboxes and complete allocated work within agreed service standards.• Support document management, scanning, indexing and record maintenance.• Handle confidential information with a high level of discretion.• Support other teams where required.• Contribute to SAUL's Quality Management System (QMS) and wider continuous improvement activities.• Undertake other duties consistent with the responsibilities of the role.
About You
We're looking for someone with strong administration and customer service skills who is comfortable working with data, systems and established processes.
Essential Experience & Skills
• GCSEs or equivalent experience, including Maths and English at GCSE Grade A–C or equivalent.• At least one year's administration experience.• Experience working in an office environment.• Experience using Microsoft products, particularly Outlook, SharePoint and Excel.• Experience working with systems, processes and procedures.• Strong accuracy and attention to detail, with the ability to follow instructions.• Customer service experience.• Strong written and verbal communication skills.• Good computer literacy.• Ability to work effectively as part of a team.• Self-motivated with a positive attitude towards change.• Ability to assess and respond appropriately to non-routine situations.
Desirable
• At least two years' office experience.• Experience of advanced data analysis and calculations using spreadsheets.• Understanding of relevant legislation, regulations and The Pensions Regulator, including the implications of non-compliance.• Experience in pensions, financial services or a regulated environment.
What You'll Bring
You'll be customer-focused, organised and detail-oriented, with the confidence to work across both routine and more complex administrative queries.
You'll need to be comfortable handling data accurately, communicating with different audiences and learning new systems and processes. A positive approach to change and a willingness to identify opportunities to improve the way we work will also be important.
Important Information
This job description outlines the main areas of responsibility for the role but is not intended to be an exhaustive list. As the business and Operations function develop, responsibilities may change and evolve accordingly.
No agencies please
