Pensions Administrator Support

Job description Help our members navigate their pension journey with confidence. The Scottish Public Pensions Agency (SPPA) administers pensions for Scottish Teachers, Police, Firefighters' and National Health Service employees on behalf of the Scottish Government. We’re responsible for protecting the financial futures of over half a million people - that’s around 1 in 10 people in Scotland. If you’re looking for meaningful work, a supportive environment and a career with purpose, you’ll find it at the SPPA. Our office is based in Tweedbank in the Scottish Borders, the train station is a short two-minute walk away and offers regular services to and from Edinburgh Waverley, making it a convenient and well-connected location for commuters. The surrounding area offers access to green space, walking routes and a strong sense of local community, supporting wellbeing both in and outside of work. Our modern office building is designed to support flexible and collaborative working, with spaces for teamwork, quiet focus and hybrid working. Colleagues benefit from a comfortable, welcoming environment that reflects our commitment to wellbeing and inclusion. An opportunity has arisen for 3 x Fixed Term Appointment (FTA) Pensions Administrator Supports running to 31 October 2028. As a Pensions Administrator Support, you will work in a variety of roles across our Operational Delivery department. You will respond to member enquiries and provide administrative support to teams. This will include answering telephone calls and electronic or digital member contacts, distributing and indexing mail to the relevant teams, accurately updating members records and supporting specific teams daily by checking member details in advance of our pension calculation processes. This role therefore combines customer service, administration, data handling and operational support. Are you passionate about making a difference? Are you a good communicator with experience in customer service? Do you have the confidence to advise and influence colleagues and stakeholders at all levels? If the answers to the above are yes, then this opportunity could be for you. Why Join Us? Impact that matters: Your work directly supports those who keep Scotland running - teachers, healthcare professionals, emergency services. Professional growth: Develop your skills in customer service within a supportive team environment. Inclusive culture: Be part of a diverse, collaborative workplace committed to fairness and respect. Work-life balance: Enjoy flexible working options and excellent benefits as part of the Scottish Government. Responsibilities Support our members by providing clear, accurate pension information through member portal, email and call enquiries - ensuring all queries are dealt with promptly, accurately and courteously. The majority of our communication is via telephone, so there will be an expectation to take phone calls. Handle data with care by collecting, analysing, maintaining and processing member information accurately and securely, ensuring all records comply with data protection regulations. Manage requests efficiently by prioritising queries from members and third parties, resolving issues promptly and in line with scheme rules, agreed procedures, and deadlines. Support your colleagues in line with our organisational priorities and needs, work as part of a flexible team to perform other tasks and provide support to Operational Delivery teams and individuals within SPPA as required. Provide administrative support to teams within Operational Delivery. Please note: This role is being advertised across multiple teams within Operational Service Delivery. While the core responsibilities and person specification remain consistent, the specific duties, priorities, and areas of focus may vary slightly depending on the team to which the successful candidate is appointed. A significant proportion of the role involves handling enquiries from pensions scheme members by telephone and email. Success profile Success profiles are specific to each job and they include the mix of behaviours, experience and technical criteria (if applicable) that candidates will be assessed on. Technical / Professional Skills: (Lead Criteria) Connections and communication - Awareness You can find out more about the skills required, here: ODP Professional Skills Framework - Operational Delivery Profession Experience You must be confident using various computer applications including packages within the Microsoft Office suite, e.g. Word, Excel, Outlook etc. Behaviours: Seeing the big picture - Level 1 Working together - Level 1 Managing a quality service - Level 1 Find out more about the behaviours here - Success Profiles How To Apply Apply online, providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet the behaviours, experience and technical skills listed in the Success Profile above. Both the CV and the supporting statement provided will be assessed against the criteria for the role. Stage one (CV & Supporting Statement review): An initial review will be conducted using the CV and Supporting Statement on the below Lead Criteria: Technical 1 - Connections and communication - Awareness Candidates who pass the initial review will have their applications fully assessed against all remaining criteria in the Success Profile, including the behaviours detailed above. Stage two (interview and assessment): If successful at application review, you will be invited for assessment, which will consist of an in-person interview and job simulation exercise at the SPPA office in Tweedbank, where we will test all criteria listed above. Sifting will take place across w/c 14th September & w/c 21st September. Assessments are scheduled for w/c 5th October, however this may be subject to change. Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment. Recruitment Principles As a government organisation, we adhere to the Civil Service Commission Recruitment Principles and we investigate any complaints received in relation to recruitment cases. About Us At the SPPA, we are committed to The Fair Work Framework This means offering: • Security and stability • Flexible and hybrid working options • Opportunities to learn and develop • A respectful and inclusive working environment At the SPPA we want our workforce to be representative of Scottish society and we strive to be a workplace where people are welcomed and valued for the contribution they make. We support flexible working and encourage applications from people from all backgrounds, including those starting their careers, changing careers, or returning to work. We are committed to removing any barriers to applying for our jobs and aim to offer support and make reasonable adjustments to allow full participation in the recruitment process. Our staff are part of the UK Civil Service observing the Civil Service Code and working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland. We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer . As part of the UK Civil Service, we uphold the Civil Service Nationality Rules . You can also find out more about careers at the SPPA here - SPPA Careers | SPPA (pensions.gov.scot) Working Pattern Our standard hours are 35 hours per week. We offer a range of flexible and hybrid working options, with two days minimum working on site at SPPA. Successful candidates will be required to attend the office in person for their full contractual hours for the initial 12 weeks during their induction for training purposes. If you have any questions about this role, please contact Joanne Skilling at [email protected] Security Checks Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions). You can find out more about BPSS on the UK Government website , or read about the different levels of security checks in our Candidate Guide . Sponsorship Skilled Worker sponsorship is not available for this role. As a result, we are unable to appoint candidates who require Skilled Worker sponsorship now or in the future. Applicants must have an existing and ongoing right to work in the UK. Equality Statement We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them. Further Information Find out more about our organisation, what we offer staff members and how to apply on our Careers Website . Read our Candidate Guide for further information on our recruitment and application processes. We will hold a reserve list for this post for 12 months. Apply Before: Monday 14 September 2026 (23:59)