Providing information on pensions schemes for an organisation's employees or clients.
The pensions administrator is found in organisations of all shapes and sizes that operate or oversee pension schemes or plans.
The broad purpose of the pensions administrator is to provide support when selecting and running pension schemes or plans.
Pensions administrators play a critical role in managing the day-to-day operation of pension schemes or plans. They are likely to be involved in a variety of tasks supporting more senior administrators.
A pensions administrator will be involved in producing quotations and setting up benefits for members or plan holders. These may include retirement, death and leaving service before retirement. They will also administer transfers into or out of the pension scheme or plan. As part of their administrative role the pensions administrator will also undertake financial tasks. These may include maintaining pension scheme cash books; reconciling bank statements and preparing cash-flow forecasts. They will ensure that customers receive accurate data on their pension position by collating data and drafting Administration Reports for clients . As part of providing an excellent customer service the pensions administrator maintains and updates member records. These could include salary data, changes of address or marital status. They respond to pension scheme or plan specific enquiries from members or plan holders, including fund valuation requests and data on investment options. They will clarify the benefits payable under the pension scheme or plan and interpret relevant pension scheme or plan data and benefits payable.
A pensions administrator will work with multi-grade teams and will typically work under supervision by a more senior administrator. They will be responsible for managing their own workloads but will not manage others.
This is a summary of the key things that you – the apprentice and your employer need to know about your end-point assessment (EPA). You and your employer should read the EPA plan for the full details. It has information on assessment method requirements, roles and responsibilities, and re-sits and re-takes.
An EPA is an assessment at the end of your apprenticeship. It will assess you against the knowledge, skills, and behaviours (KSBs) in the occupational standard. Your training will cover the KSBs. The EPA is your opportunity to show an independent assessor how well you can carry out the occupation you have been trained for.
Your employer will choose an end-point assessment organisation (EPAO) to deliver the EPA. Your employer and training provider should tell you what to expect and how to prepare for your EPA.
The length of the training for this apprenticeship is typically 18 months. The EPA period is typically 2 months.
The overall grades available for this apprenticeship are:
The EPA gateway is when the EPAO checks and confirms that you have met any requirements required before you start the EPA. You will only enter the gateway when your employer says you are ready.
The gateway requirements for your EPA are:
Multiple-choice test
You will complete a multiple-choice test. It will be open book, meaning you can have access to some books or reference materials.
In the test you can have:
Apprentices may bring with them pens, pencils, erasers, and a scientific or accountancy calculator. Calculators must not emit audible tones or function as any other digital device. Apprentices must not have access to the internet for the duration of the assessment. This includes any potential technological, web-enabled sources of information such as, but not limited to, iPods, mobile phones, MP3/4 players, smart watches which have a data storage device.
The test will have 30 multiple-choice questions. You will have 60 minutes to complete it.
Professional discussion underpinned by a portfolio of evidence
You will have a professional discussion with an independent assessor. It will last 60 minutes. They will ask you at least 10 questions. The questions will be about certain aspects of your occupation. You need to compile a portfolio of evidence before the EPA gateway. You can use it to help answer the questions.
You should speak to your employer if you have a query that relates to your job.
You should speak to your training provider if you have any questions about your training or EPA before it starts.
You should receive detailed information and support from the EPAO before the EPA starts. You should speak to them if you have any questions about your EPA once it has started.Reasonable adjustments
If you have a disability, a physical or mental health condition or other special considerations, you may be able to have a reasonable adjustment that takes this into account. You should speak to your employer, training provider and EPAO and ask them what support you can get. The EPAO will decide if an adjustment is appropriate.
The pensions administrator is found in organisations of all shapes and sizes that operate or oversee pension schemes or plans.
The broad purpose of the pensions administrator is to provide support when selecting and running pension schemes or plans.
Pensions administrators play a critical role in managing the day-to-day operation of pension schemes or plans. They are likely to be involved in a variety of tasks supporting more senior administrators.
A pensions administrator will be involved in producing quotations and setting up benefits for members or plan holders. These may include retirement, death and leaving service before retirement. They will also administer transfers into or out of the pension scheme or plan. As part of their administrative role the pensions administrator will also undertake financial tasks. These may include maintaining pension scheme cash books; reconciling bank statements and preparing cash-flow forecasts. They will ensure that customers receive accurate data on their pension position by collating data and drafting Administration Reports for clients . As part of providing an excellent customer service the pensions administrator maintains and updates member records. These could include salary data, changes of address or marital status. They respond to pension scheme or plan specific enquiries from members or plan holders, including fund valuation requests and data on investment options. They will clarify the benefits payable under the pension scheme or plan and interpret relevant pension scheme or plan data and benefits payable.
A pensions administrator will work with multi-grade teams and will typically work under supervision by a more senior administrator. They will be responsible for managing their own workloads but will not manage others.
| Duty | KSBs |
|---|---|
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Duty 1 Provide customer service to pension scheme members or plan holders, in line with organisation standards and Service Level Agreements; treating each person fairly and providing a courteous, friendly, efficient, consistent and compliant service. |
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Duty 2 Communicate routine information to customers or pension scheme members or plan holders using various communication channels. Identify when a member requires an alternative or additional service and refer them through to the appropriate area. |
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Duty 3 Resolve pension queries and requests using standard letters and reference to procedures and develop knowledge of customers’ pension schemes or plans to support delivery. |
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Duty 4 Recognise and escalate potential problems or potential complaint cases in line with organisational procedures. |
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Duty 5 Calculate and process members’ benefits based on their entitlements under the rules of the pension scheme or plan and applicable regulations. |
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Duty 6 Ensure that all organisational procedures are followed when undertaking work for customers to ensure that processes are carried out effectively and efficiently |
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Duty 7 Contribute to continuous improvement activity within organisation to identify any areas where the service to customers, or internal procedures could be improved |
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Duty 8 Undertake, under supervision, elements of specialised technical and administrative pensions processes and procedures which require interpretation and judgement to achieve satisfactory and required outcomes. |
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Duty 9 Use digital systems to deliver accurate and efficient pensions administration activities safely and securely. |
K3 K6 K7 K8 K9 K10 K11 K12 K13
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Duty 10 Manage customer, member and pension scheme or plan data and information safely and securely. |
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Duty 11 Monitor personal performance and workload to ensure compliance with team targets and support others within the organisation to ensure the Service Level Agreements (SLAs) are met. For example, ensure that cases are followed up on a timely basis and issues identified and resolved quickly especially where there is a risk that financial, or customer service standards may be breached. |
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Duty 12 Take responsibility for personal and professional development in line with organisational expectations. |
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Duty 13 Ensure communications are accurate, compliant with data legislation and secure, professional, and courteous and that complex technical issues are explained in clear, non-technical language. |
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Duty 14 Liaise with key stakeholders, for example Department of Work and Pensions, HMRC, The Pensions Regulator and the Information Commissioner. |
K1: Key principles of pension schemes or plans including the structure of pensions schemes or plans and the different roles involved in running a scheme or plan.
Back to Duty
K2: An awareness of the Regulatory and Compliance landscape for pensions and the impact of this on the role of pensions administrator.
Back to Duty
K3: The difference between providing information, guidance and advice in regard to pensions.
Back to Duty
K4: Organisational business strategy, culture and how the role of the pensions administrator fits within this.
Back to Duty
K5: Their organisation's place within the pensions industry.
Back to Duty
K6: Principles of pensions processes and procedures used to administer pensions including quality and compliance standards applicable to the role.
Back to Duty
K7: Principles of scheme or plan benefits including interpreting relevant pension scheme or plan information and benefits payable including interpretation of scheme or plan documentation, performance of pension calculations and checks for reasonableness.
Back to Duty
K8: Awareness of the roles and responsibilities of Trustees including how Trustee boards are comprised and run.
Back to Duty
K9: Complaints procedures and processes including identification of complaints and options for resolution.
Back to Duty
K10: Principles of software packages to administer pensions and provide performance data.
Back to Duty
K11: Approaches to keeping data secure.
Back to Duty
K12: Principles of working safely and securely online including awareness of cyber-security and specific vulnerabilities to cyber-attack for financial sector organisations.
Back to Duty
K13: Communication styles including the risks and benefits between different communication channels for example online collaborative tools, instant messaging, email and phone.
Back to Duty
K14: Principles of continuous improvement within the organisation.
Back to Duty
K15: Fundamentals of Responsible Investment (RI) and Environment, Social and Governance (ESG) matters, including climate change, their organisations approach to and polices for managing these issues.
Back to Duty
K16: Fundamentals of equity, diversity and inclusion in the workplace for example wider services that are available to support customers with specific needs such as those who are non-English speaking, non-verbal or profoundly deaf.
Back to Duty
S1: Deliver expected customer service establishing customer needs, in line with the service standards and the regulatory framework.
Back to Duty
S2: Deliver pensions administrative tasks that meet required the quality standards as set out by the organisation.
Back to Duty
S3: Tailor the use of interpersonal skills and communication channels to meet the needs of stakeholders.
Back to Duty
S4: Work in a team and collaborate to support colleagues to achieve results such as meeting or exceeding service standards and organisational goals.
Back to Duty
S5: Plan, manage and prioritise own workload effectively.
Back to Duty
S6: Identify pension problems, identify the appropriate course of action and suggest or support solutions.
Back to Duty
S7: Use digital systems to carry out pensions administrative tasks and generate key metrics such as performance information.
Back to Duty
S8: Use digital systems and applications safely and securely, in accordance with data security policies.
Back to Duty
S9: Calculate member benefits accurately and apply the terms of the relevant pension scheme or plan.
Back to Duty
S10: Maintain robust and accurate schedules, records and systems of pension administrative activities.
Back to Duty
B1: Professional - Acts in a professional manner with integrity and confidentiality.
Back to Duty
B2: Accountability - Has accountability and ownership of their tasks and workload.
Back to Duty
B3: Commitment and Enthusiasm - Demonstrates enthusiasm and dedication. Willing to suggest or share new ideas and opportunities for change. For example, volunteers for additional ad hoc tasks or projects.
Back to Duty
B4: Adaptability - Works flexibly and adapts to circumstances, proactively responding to changes when necessary.
Back to Duty
B5: Collaborative - Works collaboratively with stakeholders and colleagues across the organisation.
Back to Duty
B6: Personal Effectiveness - Deals with challenges and meets targets. Takes responsibility, shows initiative and is organised.
Back to Duty
B7: Personal Development - Seeks learning opportunities and continuous professional development.
Back to Duty
B8: Efficient - Ensures resources are used sustainably. For example use of targeted electronic communications to reduce carbon footprint.
Back to Duty
Apprentices without level 2 English and maths will need to achieve this level prior to taking the End-Point Assessment. For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and maths minimum requirement is Entry Level 3. A British Sign Language (BSL) qualification is an alternative to the English qualification for those whose primary language is BSL.
V1.1
This document explains the requirements for end-point assessment (EPA) for the pensions administrator apprenticeship. End-point assessment organisations (EPAOs) must follow this when designing and delivering the EPA.
Pensions administrator apprentices, their employers and training providers should read this document.
An approved EPAO must conduct the EPA for this apprenticeship. Employers must select an approved EPAO from the Education and Skills Funding Agency’s Register of end-point assessment organisations (RoEPAO).
A full-time apprentice typically spends 18 months on-programme (this means in training before the gateway) working towards competence as a pensions administrator. All apprentices must spend at least 12 months on-programme. All apprentices must complete the required amount of off-the-job training specified by the apprenticeship funding rules.
This EPA has 2 assessment methods.
The grades available for each assessment method are:
Assessment method 1 - knowledge assessment:
Assessment method 2 - professional discussion underpinned by a portfolio:
The result from each assessment method is combined to decide the overall apprenticeship grade. The following grades are available for the apprenticeship:
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On-programme - typically 18 months
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The apprentice must complete training to develop the knowledge, skills and behaviours (KSBs) of the occupational standard. The apprentice must complete training towards English and maths qualifications in line with the apprenticeship funding rules. The apprentice must compile a portfolio of evidence. |
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End-point assessment gateway
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The employer must be content that the apprentice is working at or above the occupational standard. The apprentice’s employer must confirm that they think the apprentice:
The apprentice must have achieved English and maths qualifications in line with the apprenticeship funding rules. For the professional discussion underpinned by a portfolio the apprentice must submit a portfolio of evidence. The apprentice must submit any policies and procedures as requested by the EPAO. |
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End-point assessment - typically 2 months
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Grades available for each assessment method: Knowledge Assessment
Professional Discussion underpinned by a portfolio
Overall EPA and apprenticeship can be graded:
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The EPA is taken in the EPA period. The EPA period starts when the EPAO confirms the gateway requirements have been met and is typically 2 months.
The EPAO should confirm the gateway requirements have been met and the EPA should start as quickly as possible.
The apprentice’s employer must confirm that they think their apprentice is working at or above the occupational standard. The apprentice will then enter the gateway. The employer may take advice from the apprentice's training provider(s), but the employer must make the decision.
The apprentice must meet the gateway requirements before starting their EPA.
These are:
Portfolio of evidence requirements:
The apprentice must compile a portfolio of evidence during the on-programme period of the apprenticeship. It should only contain evidence related to the KSBs that will be assessed by this assessment method. It will typically contain 10 separate pieces of evidence. Evidence must be mapped against the KSBs. Evidence may be used to demonstrate more than one KSB; a qualitative as opposed to quantitative approach is suggested.
Evidence sources may include:
This is not a definitive list; other evidence sources can be included.
The portfolio of evidence should not include reflective accounts or any methods of self-assessment. Any employer contributions should focus on direct observation of performance (for example, witness statements) rather than opinions. The evidence provided should be valid and attributable to the apprentice; the portfolio of evidence should contain a statement from the employer and apprentice confirming this.
The EPAO should not assess the portfolio of evidence directly as it underpins the discussion. The independent assessor should review the portfolio of evidence to prepare questions for the discussion. They are not required to provide feedback after this review.
The apprentice must submit any policies and procedures as requested by the EPAO.
The assessment methods cannot be delivered in any order.
The rationale is that the knowledge assessment is best delivered at the start of the assessment process as it enables the End-Point Assessment Organisation to schedule professional discussions subsequently.
This minimises the risk of wasting resources unnecessarily in the event of a knowledge assessment failure. This is more affordable and manageable for the EPAO.
In the knowledge assessment, the apprentice answers questions in a controlled and invigilated environment. It gives the apprentice the opportunity to demonstrate the knowledge mapped to this assessment method.
This assessment method is being used because pensions administrators work in an occupation in which competence can be readily tested through questions that require understanding and application of knowledge. The knowledge assessment enables the assessor establish the extent of the apprentice’s competence beyond straightforward recall by assessing the reasoning for the approach taken to resolving a particular problem or question.
The knowledge assessment must be structured to give the apprentice the opportunity to demonstrate the knowledge mapped to this assessment method to the highest available grade.
The knowledge assessment must be computer based.
The knowledge assessment must consist of 30 multiple-choice questions.
Multiple-choice questions must have four options, including one correct answer.
The apprentice must be given at least 14 days’ notice of the date and time of the test.
The apprentice must have 60 minutes to complete the knowledge assessment.
The knowledge assessment is open book which means that the apprentice can refer to reference books or materials whilst taking the test.
In the assessment, the apprentice will be permitted to have training materials used on programme, if provided in a digital format these should be in a read only and non-searchable format.
The following equipment is allowed to be used during the knowledge assessment :
Apprentices may bring with them pens, pencils, erasers, and a scientific or accountancy calculator. Calculators must not emit audible tones or function as any other digital device. Apprentices must not have access to the internet for the duration of the assessment. This includes any potential technological, web-enabled sources of information such as, but not limited to, iPods, mobile phones, MP3/4 players, smart watches which have a data storage device.
The knowledge assessment must be taken in the presence of an invigilator who is the responsibility of the EPAO. The EPAO must have an invigilation policy setting out how the knowledge assessment must be conducted. It must state the ratio of apprentices to invigilators for the setting and allow the knowledge assessment to take place in a secure way.
The EPAO must verify the apprentice’s identity and ensure invigilation of the apprentice for example, with 360-degree cameras and screen sharing facilities.
The EPAO is responsible for the security of the knowledge assessment including the arrangements for on-line assessment. The EPAO must ensure that their security arrangements maintain the validity and reliability of the knowledge assessment.
An independent assessor or marker employed by the EPAO must mark the knowledge assessment. They must follow a marking scheme produced by the EPAO. Marking by computer is allowed where the types of question support this.
A correct answer gets 1 mark.
Any incorrect or missing answers get zero marks.
The EPAO is responsible for overseeing the marking of the knowledge assessment. The EPAO must ensure standardisation and moderation of knowledge assessments with written answers.
The apprentice must take the knowledge assessment in a suitably controlled and invigilated environment that is a quiet room, free from distractions and influence. The EPAO must check the venue is suitable.
The knowledge test could take place remotely if the appropriate technology and systems are in place to prevent malpractice.
The EPAO must develop a purpose-built assessment specification and question bank. It is recommended this is done in consultation with employers of this occupation.
The EPAO should maintain the security and confidentiality of EPA materials when consulting with employers. The assessment specification and question bank must be reviewed at least once a year to ensure they remain fit-for-purpose.
The assessment specification must be relevant to the occupation and demonstrate how to assess the KSBs mapped to this assessment method. The EPAO must ensure that questions are refined and developed to a high standard. The questions must be unpredictable. A question bank of sufficient size will support this.
The EPAO must ensure that the apprentice has a different set of questions in the case of re-sits or re-takes.
The EPAO must produce the following materials to support the knowledge assessment:
The EPAO must ensure that the EPA materials are subject to quality assurance procedures including standardisation and moderation.
In the professional discussion, an independent assessor and apprentice have a formal two-way conversation. It gives the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method.
The apprentice can refer to and illustrate their answers with evidence from their portfolio of evidence.
This assessment method is being used because a professional discussion enables an apprentice to demonstrate competence to the highest level against the KSBs mapped to this assessment method. It is a key element of the occupation to be able to explain key concepts clearly and accurately and this makes a professional discussion a valid assessment method for this occupation.
The professional discussion must be structured to give the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method to the highest available grade.
An independent assessor must conduct and assess the professional discussion.
The purpose of the independent assessor's questions is to explore competence within the KSBs mapped to the method and provide an opportunity for the apprentice to demonstrate distinction level criteria.
The EPAO must give an apprentice 14 days' notice of the professional discussion.
The independent assessor must have at least 2 weeks to review the supporting documentation.
The apprentice must have access to their portfolio of evidence during the professional discussion.
The apprentice can refer to and illustrate their answers with evidence from their portfolio of evidence however, the portfolio of evidence is not directly assessed.
The professional discussion must last for 60 minutes. The independent assessor can increase the time of the professional discussion by up to 10%. This time is to allow the apprentice to respond to a question if necessary.
The independent assessor must ask at least 10 questions. The independent assessor must use the questions from the EPAO’s question bank or create their own questions in line with the EPAO’s training. Follow-up questions are allowed where clarification is required.
The independent assessor must make the grading decision.
The independent assessor must keep accurate records of the assessment. They must record:
The professional discussion must take place in a suitable venue selected by the EPAO for example, the EPAO’s or employer’s premises.
The professional discussion can be conducted by video conferencing. The EPAO must have processes in place to verify the identity of the apprentice and ensure the apprentice is not being aided.
The professional discussion should take place in a quiet room, free from distractions and influence.
The EPAO must develop a purpose-built assessment specification and question bank. It is recommended this is done in consultation with employers of this occupation. The EPAO must maintain the security and confidentiality of EPA materials when consulting with employers. The assessment specification and question bank must be reviewed at least once a year to ensure they remain fit-for-purpose.
The assessment specification must be relevant to the occupation and demonstrate how to assess the KSBs mapped to this assessment method. The EPAO must ensure that questions are refined and developed to a high standard. The questions must be unpredictable. A question bank of sufficient size will support this.
The EPAO must ensure that the apprentice has a different set of questions in the case of re-sits or re-takes.
The EPAO must produce the following materials to support the professional discussion underpinned by a portfolio:
The EPAO must ensure that the EPA materials are subject to quality assurance procedures including standardisation and moderation.
|
Theme
KSBs
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Pass
Apprentices must demonstrate all the pass descriptors
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Distinction
Apprentices must demonstrate all the pass descriptors and all of the distinction descriptors
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|---|---|---|
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Professionalism and Ethics
K14 S4 S5 B1 B3 B6 B7 |
Describes how they seek learning opportunities of ongoing development and continuous improvement within the organisation, for their personal and professional development. (K14, B7) Describes how they use their initiative to work in a professional and enthusiastic manner within a team to collaborate, share ideas and support colleagues to achieve results such as meeting or exceeding service standards and organisational goals whilst demonstrating commitment ad personal effectiveness by volunteering for projects and dealing with challenges (S4, B1, B3, B6) Describes how they plan and prioritise tasks in order to manage workload (S5) |
Evaluates how ongoing development and continuous improvement contributes to their personal development and the organisation. (K14, B7) Evaluates how their personal effectiveness and commitment to their role results in the organisation meeting and exceeding service standards and achieving goals. (S4,B1, B3, B6)
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Wider Professional Landscape
K15 |
Summarises the fundamentals of Responsible Investment (RI) and Environmental, Social, and Governance (ESG) matters within the pensions sector, including climate change and their organisations approach to and polices for managing these issues (K15). |
N/A |
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Technical concepts and application
K7 S6 S9 |
Explains how they calculate member benefits accurately, including how they interpret pension scheme or plan information benefits payable including interpreting relevant pension scheme information and benefits payable, interpretation of scheme or plan documentation, performance of pension calculations and checks for reasonableness. (K7, S9) Identifies pension problems and suggests the appropriate course of action to support their resolution (S6) |
N/A |
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Stakeholder engagement and communication
S1 S3 B5 |
Describes how they deliver expected customer service, tailoring the use of interpersonal skills and communication channels to meet the needs of stakeholders by working collaboratively, establishing customer needs, in line with the service standards and regulatory framework. (S1,S3,B5)
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Justifies their choice of communication channels and interpersonal skills, and evaluates the impact the choices they made had in meeting the needs of stakeholders. Describes how collaborative working helped to establish customer needs and exceed expected customer service (S1, S3, B5)
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Workflow
K10 S2 S7 S8 S10 B2 B4 B8 |
Summarises how they use digital systems and applications securely and safely to administer pensions and provide performance data in accordance with data security policies.(K10, S7, S8) Explains how they work flexibly and adapt to circumstances in order to deliver pensions administrative tasks that meet the required quality standards as set out by the organisation whilst responding to changes when necessary and taking accountability (S2 B2,B4) Explains how they use resources sustainably to maintain robust and accurate schedules, records, and systems of pension administrative activities ensuring resources are used responsibly to reduce carbon footprint. (S10, B8) |
Evaluates how they deliver pensions administrative tasks that meet the required quality standards as set out by the organisation. Describes how they showed accountability and adaptability when responding to challenges and/or changes (S2, B2, B4)
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| Grade | Minimum marks required | Maximum marks required |
|---|---|---|
| Fail | 0 | 20 |
| Pass | 21 | 25 |
| Distinction | 26 | 30 |
Performance in the EPA determines the overall grade of:
An independent assessor must individually grade the knowledge assessment in line with this EPA plan.
The EPAO must combine the individual assessment method grades to determine the overall EPA grade.
If the apprentice fails one assessment method or more, they will be awarded an overall fail.
To achieve an overall pass, the apprentice must achieve at least a pass in both assessment methods. To achieve an overall EPA merit, the apprentice must achieve a pass in the Knowledge Check or Professional Discussion assessment method name and a distinction in the remaining method. To achieve an overall EPA distinction, the apprentice must achieve a distinction in both assessment methods.
Grades from individual assessment methods must be combined in the following way to determine the grade of the EPA overall.
| Knowledge Assessment | Professional Discussion underpinned by a portfolio | Overall Grading |
|---|---|---|
| Fail | Fail | Fail |
| Pass | Fail | Fail |
| Fail | Pass | Fail |
| Pass | Pass | Pass |
| Distinction | Pass | Merit |
| Pass | Distinction | Merit |
| Distinction | Distinction | Distinction |
If the apprentice fails one or more assessment method, they can re-sit or a re-take at their employer’s discretion. The apprentice’s employer needs to agree that a re-sit or re-take is appropriate. A re-sit does not need further learning, whereas a re-take does.
The apprentice should have a supportive action plan to prepare for a re-sit or a re-take.
The employer and EPAO agree the timescale for a re-sit or re-take. A re-sit is typically taken within 1 months of the EPA outcome notification. The timescale for a re-take is dependent on how much re-training is required and is typically taken within 2 months of the EPA outcome notification.
Failed assessment methods must be re-sat or re-taken within a 6-month period from the EPA outcome notification, otherwise the entire EPA will need to be re-sat or re-taken in full.
Re-sits and re-takes are not offered to an apprentice wishing to move from pass to a higher grade.
The apprentice will get a maximum EPA grade of pass for a re-sit or re-take, unless the EPAO determines there are exceptional circumstances.
| Roles | Responsibilities |
|---|---|
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Apprentice |
As a minimum, the apprentice should:
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Employer |
As a minimum, the apprentice's employer must:
Post-gateway, the employer must:
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EPAO |
As a minimum, the EPAO must:
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Independent assessor |
As a minimum, an independent assessor must:
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Training provider |
As a minimum, the training provider must:
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Marker |
As a minimum, the marker must:
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Invigilator |
As a minimum, the invigilator must:
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The EPAO must have reasonable adjustments arrangements for the EPA.
This should include:
Adjustments must maintain the validity, reliability and integrity of the EPA as outlined in this EPA plan.
Internal quality assurance refers to how the EPAO ensures valid, consistent and reliable EPA decisions. The EPAO must adhere to the requirements within the roles and responsibilities section:
The EPAO must also:
Affordability of the EPA will be aided by using at least some of the following:
Professional body recognition is not relevant to this occupational apprenticeship.
| Knowledge | Assessment methods |
|---|---|
|
K1
Key principles of pension schemes or plans including the structure of pensions schemes or plans and the different roles involved in running a scheme or plan. Back to Grading |
Knowledge Assessment |
|
K2
An awareness of the Regulatory and Compliance landscape for pensions and the impact of this on the role of pensions administrator. Back to Grading |
Knowledge Assessment |
|
K3
The difference between providing information, guidance and advice in regard to pensions. Back to Grading |
Knowledge Assessment |
|
K4
Organisational business strategy, culture and how the role of the pensions administrator fits within this. Back to Grading |
Knowledge Assessment |
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K5
Their organisation's place within the pensions industry. Back to Grading |
Knowledge Assessment |
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K6
Principles of pensions processes and procedures used to administer pensions including quality and compliance standards applicable to the role. Back to Grading |
Knowledge Assessment |
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K7
Principles of scheme or plan benefits including interpreting relevant pension scheme or plan information and benefits payable including interpretation of scheme or plan documentation, performance of pension calculations and checks for reasonableness. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
K8
Awareness of the roles and responsibilities of Trustees including how Trustee boards are comprised and run. Back to Grading |
Knowledge Assessment |
|
K9
Complaints procedures and processes including identification of complaints and options for resolution. Back to Grading |
Knowledge Assessment |
|
K10
Principles of software packages to administer pensions and provide performance data. Back to Grading |
Professional Discussion underpinned by a portfolio |
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K11
Approaches to keeping data secure. Back to Grading |
Knowledge Assessment |
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K12
Principles of working safely and securely online including awareness of cyber-security and specific vulnerabilities to cyber-attack for financial sector organisations. Back to Grading |
Knowledge Assessment |
|
K13
Communication styles including the risks and benefits between different communication channels for example online collaborative tools, instant messaging, email and phone. Back to Grading |
Knowledge Assessment |
|
K14
Principles of continuous improvement within the organisation. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
K15
Fundamentals of Responsible Investment (RI) and Environment, Social and Governance (ESG) matters, including climate change, their organisations approach to and polices for managing these issues. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
K16
Fundamentals of equity, diversity and inclusion in the workplace for example wider services that are available to support customers with specific needs such as those who are non-English speaking, non-verbal or profoundly deaf. Back to Grading |
Knowledge Assessment |
| Skill | Assessment methods |
|---|---|
|
S1
Deliver expected customer service establishing customer needs, in line with the service standards and the regulatory framework. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
S2
Deliver pensions administrative tasks that meet required the quality standards as set out by the organisation. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
S3
Tailor the use of interpersonal skills and communication channels to meet the needs of stakeholders. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
S4
Work in a team and collaborate to support colleagues to achieve results such as meeting or exceeding service standards and organisational goals. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
S5
Plan, manage and prioritise own workload effectively. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
S6
Identify pension problems, identify the appropriate course of action and suggest or support solutions. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
S7
Use digital systems to carry out pensions administrative tasks and generate key metrics such as performance information. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
S8
Use digital systems and applications safely and securely, in accordance with data security policies. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
S9
Calculate member benefits accurately and apply the terms of the relevant pension scheme or plan. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
S10
Maintain robust and accurate schedules, records and systems of pension administrative activities. Back to Grading |
Professional Discussion underpinned by a portfolio |
| Behaviour | Assessment methods |
|---|---|
|
B1
Professional - Acts in a professional manner with integrity and confidentiality. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
B2
Accountability - Has accountability and ownership of their tasks and workload. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
B3
Commitment and Enthusiasm - Demonstrates enthusiasm and dedication. Willing to suggest or share new ideas and opportunities for change. For example, volunteers for additional ad hoc tasks or projects. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
B4
Adaptability - Works flexibly and adapts to circumstances, proactively responding to changes when necessary. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
B5
Collaborative - Works collaboratively with stakeholders and colleagues across the organisation. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
B6
Personal Effectiveness - Deals with challenges and meets targets. Takes responsibility, shows initiative and is organised. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
B7
Personal Development - Seeks learning opportunities and continuous professional development. Back to Grading |
Professional Discussion underpinned by a portfolio |
|
B8
Efficient - Ensures resources are used sustainably. For example use of targeted electronic communications to reduce carbon footprint. Back to Grading |
Professional Discussion underpinned by a portfolio |
| KSBS GROUPED BY THEME | Knowledge | Skills | Behaviour |
|---|---|---|---|
|
Professionalism and Ethics
K14 S4 S5 B1 B3 B6 B7 |
Principles of continuous improvement within the organisation. (K14) |
Work in a team and collaborate to support colleagues to achieve results such as meeting or exceeding service standards and organisational goals. (S4) Plan, manage and prioritise own workload effectively. (S5) |
Professional - Acts in a professional manner with integrity and confidentiality. (B1) Commitment and Enthusiasm - Demonstrates enthusiasm and dedication. Willing to suggest or share new ideas and opportunities for change. For example, volunteers for additional ad hoc tasks or projects. (B3) Personal Effectiveness - Deals with challenges and meets targets. Takes responsibility, shows initiative and is organised. (B6) Personal Development - Seeks learning opportunities and continuous professional development. (B7) |
|
Wider Professional Landscape
K15 |
Fundamentals of Responsible Investment (RI) and Environment, Social and Governance (ESG) matters, including climate change, their organisations approach to and polices for managing these issues. (K15) |
None |
None |
|
Technical concepts and application
K7 S6 S9 |
Principles of scheme or plan benefits including interpreting relevant pension scheme or plan information and benefits payable including interpretation of scheme or plan documentation, performance of pension calculations and checks for reasonableness. (K7) |
Identify pension problems, identify the appropriate course of action and suggest or support solutions. (S6) Calculate member benefits accurately and apply the terms of the relevant pension scheme or plan. (S9) |
None |
|
Stakeholder engagement and communication
S1 S3 B5 |
None |
Deliver expected customer service establishing customer needs, in line with the service standards and the regulatory framework. (S1) Tailor the use of interpersonal skills and communication channels to meet the needs of stakeholders. (S3) |
Collaborative - Works collaboratively with stakeholders and colleagues across the organisation. (B5) |
|
Workflow
K10 S2 S7 S8 S10 B2 B4 B8 |
Principles of software packages to administer pensions and provide performance data. (K10) |
Deliver pensions administrative tasks that meet required the quality standards as set out by the organisation. (S2) Use digital systems to carry out pensions administrative tasks and generate key metrics such as performance information. (S7) Use digital systems and applications safely and securely, in accordance with data security policies. (S8) Maintain robust and accurate schedules, records and systems of pension administrative activities. (S10) |
Accountability - Has accountability and ownership of their tasks and workload. (B2) Adaptability - Works flexibly and adapts to circumstances, proactively responding to changes when necessary. (B4) Efficient - Ensures resources are used sustainably. For example use of targeted electronic communications to reduce carbon footprint. (B8) |
| Version | Change detail | Earliest start date | Latest start date | Latest end date |
|---|---|---|---|---|
| 1.1 | Standard, end-point assessment plan and funding band revised but stayed the same. | 12/08/2023 | Not set | Not set |
| 1.0 | Approved for delivery | 27/08/2015 | 11/08/2023 | Not set |
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