Trainee Operations Administrator Apprenticeship
Interactive Investor, United Kingdom
Job Description
WHO WE ARE:
interactive investor is an award-winning investment platform that puts its customers in control of their financial future.
We’ve been helping investors for over 25 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching 55 billion and over 400,000 customers.
For a simple, flat monthly fee we provide a secure home for your pensions, ISAs, and investments. We offer a wide choice of over 40,000 UK and international investment options, including shares, funds, trusts and ETFs.
We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.
WHAT WE STAND FOR:
It’s simple we want our customers to feel confident and in control, for interactive investor to go from strength to strength, and for ii to be a workplace where we can all thrive. Our customer-driven approach and bold values sit at the heart of this. We are honest, straight-talking, and transparent with our customers and our colleagues. We are decisive and take ownership of what we say and deliver. We are ambitious and passionate about what we believe is right for our customers, our teams, ourselves, and interactive investor.
ABOUT THE ROLE:
The purpose of the Trainee Operations Administrator role is to provide support when running a pension plan. This entry-level role is critical in managing the effective processing of day-to-day tasks within the Pensions team, from cradle to grave. This includes understanding of the rules of who can have a pension, the contribution limits, retirement options, what happens at Age 75, and the sensitive issues of divorce and death benefits. You will also gain an understanding of how these processes fit in to day-to-day administration tasks, ensuring accurate adherence to the department policies, procedures and regulatory responsibilities.
This role will also include building good relationships with both internal departments and external stakeholders.
As a Trainee Operations Administrator, you will be supported by our Senior Administrators and will be responsible for managing your own workload. You will also gain an understanding of the principles of Treating Customers Fairly and Financial Conduct Authority (FCA) rules such as Client Assets Sourcebook (CASS) rules.
KEY RESPONSIBILITIES/WHAT YOU’LL DO:
- Provide outstanding customer service to meet the requirements of both internal and external customers in line with organisation standards and service level agreements (SLAs)
- Communicate with customers via phone, email, letters, or secure messages to enable straight through processing, where appropriate. Identify when a member requires an alternative or additional service and refer them to the appropriate area
- Resolve Pension queries and requests timely and accurately, using templated communication, and referring to departmental procedures, and product knowledge
- Ensure communications are accurate, and compliant with GDPR, HMRC regulations and that complex technical issue are explained in clear not technical language
- Adherence to the regulations that apply to the area that you are working in
- Responsible for the processing of all departmental administration tasks, with a high degree of accuracy
- Recognise and escalate any unresolved issues or potential problems/complaints to the Senior Administrators providing them with sufficient information to investigate the issue
- Process contributions in line with procedures and regulations and process data in accordance with GDPR
- Process benefits and calculate Lifetime allowance usage as per the scheme rules
- Monitor personal performance and workload in accordance with SLAs. Ensure cases are followed on a timely basis and issues identified and resolved quickly, especially where there is a risk of financial detriment to the customer and/or business
- Undertake, under supervision, elements of specialised technical and administrative processes and procedures that require interpretation and judgement in accordance with the regulations and business policy
- Continually and appropriately challenge policy, processes, and procedures, recommending improvements to increase efficiency and improve quality
- Be part of the departmental telephone query team to support all queries and requests from internal customers, making external calls to customers as required
- Work as part of a team, supporting colleagues and promoting a positive work environment and team spirit
- Confident in delivering an efficient, consistent, and high-quality service to our customers at every interaction
- Maintain the organisation’s first line of defence