Job title:

Job Description:

Key tasks

• Be an effective point of contact within the business for technical issues e.g. certain operational teams, functions or process owners as agreed.
• Engage with external stakeholders to resolve technical matters and cases
• Support with delivery to internal and external deadlines or KPIs in accordance with GDPR, ICO guidelines and Right of Access / to be Forgotten.

Key deliverables will include:

• Own member and third-party complex or high-value cases and complaints; Pensions Ombudsman and Early Resolution Service cases; Subject Access Requests; and ad-hoc internal technical queries.
• Assist in the production of monthly client statistics and reporting.
• Identify and recommend improvement opportunities through case reviews, root cause analysis and day-to-day work e.g. wording, systems, scheme literature, website content.  Progress these via business changes requests, the Quality Forum or as agreed with managers.
• Help to spot potential future technical risks and changes and work with management and colleagues to ensure business readiness and mitigations.
• Adhere to Quality Management Systems, relevant regulations and Capita policies, including reporting of breaches.
• Participate effectively in meetings, ensuring actions and target dates are agreed, documented and subsequently delivered.
• Mentor, coach and share knowledge within the team and more widely e.g. lunch and learn sessions or one-to-one with less experienced colleagues.
• Input constructively into Team meetings and play your part in delivery of objectives and agreed delivery models.

Skills, Knowledge and Experience  

Essential

• DB Pensions experience
• Excel
• Able to produce clear, concise, and accurate responses to complex case work from other business areas and the client
• Able to plan and prepare detailed replies to regulatory complaints/disputes
• Ability to grow relationships and be a point of contact on technical matters

About Capita Pension Solutions

At Capita Pension Solutions (CPS) we continue to grow and evolve our Strategy & Product function.  We are at another exciting point in that evolution, defining and executing CPS’s strategic goals as well as developing the next generation of market leading Products and Services.  We have ambitious objectives and plans for 2026 and beyond.

What’s in it for you?

•  23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email Iqbal at [email protected] or call 07784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.  

As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds

Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work . 

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