Key information

  1. Reference: ST0187
  2. Date updated: 22/08/2023
  3. Level: 3
  4. Route: Legal, finance and accounting
  5. Regulated occupation: No
Print occupational standard

Details of the occupational standard

Occupation summary

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.

Typical job titles include:

Finance worker Pensions administrator Workplace pensions administrator

Occupation duties

Duty KSBs

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.

K1 K2 K3 K6 K7 K9 K10 K11 K13 K15 K16

S1 S2 S3 S9

B1 B2 B3 B4 B6

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.

K1 K2 K3 K6 K7 K9 K10 K11 K13 K15 K16

S1 S2 S3


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.

K1 K2 K3 K6 K7 K9 K10 K11 K13 K15

S1 S2 S3 S6

B1 B2 B3 B6

Duty 4 Recognise and escalate potential problems or potential complaint cases in line with organisational procedures.

K1 K2 K3 K6 K7 K9 K10 K11 K13 K15

S1 S2 S3 S6

B1 B2 B3 B6

Duty 5 Calculate and process members’ benefits based on their entitlements under the rules of the pension scheme or plan and applicable regulations.

K1 K2 K6 K7 K9 K10 K11 K13

S1 S2 S9 S10


Duty 6 Ensure that all organisational procedures are followed when undertaking work for customers to ensure that processes are carried out effectively and efficiently

K1 K2 K4 K5 K6 K7 K8 K9 K10 K11 K13

S1 S2 S5 S9 S10

B1 B2 B6

Duty 7 Contribute to continuous improvement activity within organisation to identify any areas where the service to customers, or internal procedures could be improved

K2 K4 K5 K13 K14 K15

S2 S3 S4 S5 S6

B3 B4 B6 B8

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.

K1 K2 K3 K6 K7 K8 K9 K10

S1 S2 S6 S9 S10

B1 B3

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

S2 S3 S4 S7

Duty 10 Manage customer, member and pension scheme or plan data and information safely and securely.

K1 K2 K3 K5 K6 K7 K8 K9 K10 K11 K12

S1 S2 S7 S8 S9


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.


S1 S2 S4 S5 S6 S7

B2 B4 B5 B6 B7

Duty 12 Take responsibility for personal and professional development in line with organisational expectations.

K8 K10 K12 K14 K15

S4 S5 S6 S9

B2 B3 B6 B7 B8

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.

K2 K3 K4 K5 K6 K7 K8 K9 K10 K11 K12 K13 K16

S1 S2 S3 S7 S8

B1 B5

Duty 14 Liaise with key stakeholders, for example Department of Work and Pensions, HMRC, The Pensions Regulator and the Information Commissioner.

K1 K2 K3 K5 K6 K7 K8 K9 K11 K12 K15

S1 S2 S3 S4 S7

B5 B6



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

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