• Supporting the delivery of staff pension related activities of a complex pension scheme• Responsible for preparing vital governance documents for Board meetings, including Trustee Board papers and policies • Assisting in the day to day administrative tasks for the Trustee of the pension scheme and projects both cyclical and one off• Managing professional relationships with advisers and colleagues• Responsible for Cash management • Responsible for administrative tasks for the staff charity

• PRINCE2 Practitioner qualified• Responsible for on boarding of new staff for IT access and employee records• Updating internal databases• Manage the new starters, movers & leavers processes, including providing references• Manage office stationery orders and liaising with suppliers to meet business deadlines• First point of contact for office supplies, various IT and access related issues for project, Senior Management and PMO team• Update and maintain internal database for over 1000 individuals• Manage security clearance reports and quarterly reconciliations for 3rd party licence holders• Provide weekly/monthly resourcing MI and assist with production of the headcount for financial reports• Responsible for maintaining incident log for reporting purposes• Oversight of multiple internal mailboxes and providing support to ad-hoc tasks• Responsible for project wide communications

• Working with Project Manager to implement DC pension scheme for 1500 contractors• Main manager of embedded pension arrangements• Preparation of deferment notices for new starters• Completion of pension auto enrolment assessments• Submission of assessment and contribution files to pension provider• Processing pension deductions• Responding to queries and issuing regulatory communication within specified timeframe• Manage and process Pension Opt in/Opt out, new starters and leaver notices• Ensure pension refunds processed in a timely manner• Monthly and weekly reconciliation of pensions contributions• Maintain accurate pensions Management Information for Board Pack as defined by the Pensions Regulator• Update procedure documents for auto enrolment• Support Payroll team with weekly and monthly payroll including daily re-runs, uploading additional time-sheets, auditing and uploading expenses, issuing P45’s• Point of contact for IT issues between team, in house IT and payroll company including organising of conference calls• Testing of new processes and IT issues• General project work and other ad hoc duties as required

• Responding to customer queries being raised following FCA announcement. Providing full and informative answers by using approved scripts and Q&A documents• Identifying verbal complaints, maintaining a high level of accuracy and professionalism • Obtaining information by way of accessing relevant systems to answer customer queries

• Review all redress calculations to ensure appropriate and correct compensation is offered• Assessing letters to ensure quality is maintained and company guidelines followed• Providing feedback, both positive and constructive, to complaint handlers• Ensuring all regulatory requirements are met and that internal compliance procedures are followed• Provide coaching to case handlers on bespoke letters where an individual response is required to either customers or 3rd party queries• Updating tracking database ensuring all records are updated accurately• Supporting management with work allocation• Responding to queries received into teams central mailbox

Payment checking on redress calculations. Review and respond to complaints in line with guidelines.

• Provide training in call handling and responding to clients written correspondence• Review written correspondence and ensuring complaints logged in accordance with regulatory guideline, whilst adhering to client’s internal procedures, processes and service levels• Audit of incoming and outbound calls for quality and training purposes• Update central database with results and feedback remedial action as and when required• Check final decision letters prior to the project committee review. Completing a final check on decision letters and that calculations are correct before letters are issued to customers• Supporting case handlers with their workload by carrying out questionnaires with customers by telephone and gathering data for analysing

• Resolving written and verbal complaints made through a number of channels including contact centres, Prudential UK Executive, press office and Group Head Office• Investigate and analyse complaints received from external customers including IFA's, policyholders, trustees and other 3rd parties. Make decisions and take the appropriate course of action to resolve, including redress calculations within agreed authority limits• Prepare non-standard written responses to a high standard, including those for UK Executive. Ensuring responses stand up to any scrutiny from MP’s, the press and regulatory bodies• Build strong working relationships with colleagues of all levels along with external customers including IFA's, policyholders, trustees and other 3rd parties• Daily interaction with customers by phone and written communication• Covered a range of products such as savings plans, life assurance, PHI and DC pension arrangements